If there’s one thing RPM Living has always understood, it’s that resident satisfaction is key to successful property management. They know that without residents, there is no business. Yet the challenge often lies in having both the tools and the time to properly understand the data you receive.
With over 10,000 units in their portfolio of affordable properties throughout the Dallas area, RPM Living has thousands of residents whose happiness they value. Though they had conducted their own research before working with J Turner, the sheer volume of responses made it difficult to parse through and quantify data in a meaningful way that would lead to better serving their residents.
It was time to call in a partner who could help: J Turner.
The leadership team at RPM Living has long been monitoring the online reviews and reputations of their properties, even before it became standard practice. Yet prior to working with J Turner, their affordable portfolio lacked the tools to be able to quantify the happiness level of their residents.
Without a dedicated system to help them analyze any data they collected, they risked missing crucial opportunities to improve the resident experience.
When RPM Living started their journey with J Turner, they began with Resident and Prospect Surveys. Once they realized the quality of information they were receiving was higher with J Turner, they added Ratings Tracker Premium since tracking their ORA™ scores was vital in their search for resident satisfaction.
The tools turned out to be exactly what they needed. They were able to use the data they gathered to make meaningful improvements to greatly improve the resident experience at their affordable properties. They appreciated the convenient and helpful features Ratings Tracker Premium provided, such as the word cloud that shows common words that come up in reviews—helping them see patterns. They also found the ORA™ score to be a useful tool in communicating the importance of online reputation to their team.
Working with J Turner has helped RPM Living see a variety of positive results at their affordable properties. Their Leasing Agent performance, Value Perception, and resident satisfaction have each increased by 9%. Their Physical Marketability has increased by 10%. Finally, they have seen the most growth in an area of utmost importance to them: resident satisfaction, with an impressive 33% increase in their ORA™ score.
The benefits have extended beyond property and resident growth and satisfaction. The RPM Living team has improved their operations as a result of having more detailed data at their fingertips. Understanding their ORA™ score has helped get the team on the same page regarding the importance of online reputation, and the training they’ve undergone to get them there has led to more team cohesiveness.
*at affordable properties
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