Cardinal Group, a property management company offering on and off-campus student housing, has always known that online reputation can make or break a property in the apartment industry. Based in Denver, Colorado, the company has been in business for 14 years.
With 1,800 team members in 35 states, they needed to have a simple and efficient way to track and respond to what residents are echoing online. Before J Turner, for the teams at Cardinal Group, it was daunting to stay on top of this daily process.
Knowing that the reviews were out there but not having a simple way to aggregate the data to make positive changes was frustrating. The teams had to log in to different sites to monitor what residents express and respond to the reviews directly on each site.
Across the country, property management companies like Cardinal Group were beginning to fully grasp the importance of online resident feedback. However, knowing feedback is critical and having a manageable way to assess and learn from it are distinct things. Without strategic analysis of the data, however, Cardinal Group would be unable to learn from their experience and grow.
The issue was not just a lack of insight. Cardinal Group manages multiple properties across the country, and without a single, unified management platform, the teams were dealing with fragmented sets of data.
It was challenging to identify trends to determine what was working and what needed refocusing. Without a dedicated approach to data analysis, Cardinal Group was at the risk of losing residents and seeing a decline in their properties' online reputation.
Cardinal Group began working with J Turner in 2016. In fact, they were J Turner’s first client on Push. Now, they utilize almost all of the products J Turner offers, including Ratings Tracker Premium and Surveys. Both platforms have really helped the Cardinal team stay organized when it comes to monitoring online reputation. The easy functionality allows the teams to monitor and respond to reviews and surveys in a timely manner, which is key to resident satisfaction and a positive online reputation.
Cardinal Group has seen tremendous growth from working with J Turner over the years. In a few years, they have skyrocketed from managing roughly 20,000 beds to 72,000 beds. It saw an ORA™ score increase of 11.5 points, representing a 19% growth over the past three years. Regarding their TALi score, J Turner's unique statistical model that predicts customer loyalty, the company saw an increase of 2.5%. Cardinal Group's success with J Turner also extends to their conventional properties—they stand as the leader in the state of Colorado in ORA™ scores. Cardinal Group understands strong ORA™ scores occur when their teams focus on their residents' needs, and J Turner's services assist in that priority.
In their own words: "When you listen to your customer, good things usually happen."
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