Adverse online reviews can do more than just tarnish your property's image—they can undermine trust, retention, and opportunities for leasing. For numerous residents, these reviews act as a final avenue to express concerns that were left unaddressed. Unfortunately, once an issue is voiced online, the harm has already occurred, making it significantly more challenging to restore trust or lessen the effect on potential renters.

Preventing negative reviews before they happen

75% of renters check out a community’s online reviews before making contact. When it comes to your online reputation, a single negative review can steer potential renters away, leaving the managers at a disadvantage. Small things such as delays in communication can spiral into resentment, causing a dent in the property's reputation. What if we were able to address the concerns before they ever went public? Collecting proactive feedback allows your team to address issues before they escalate. 

Why traditional surveys fall short

Traditional methods like surveys frequently do not produce the desired outcomes. Extended, impersonal questionnaires usually result in low response rates and delayed insights, rendering them more reactive than proactive. In today's society, people are inundated with feedback requests, creating a sense of survey fatigue and disengagement. These antiquated techniques do not foster the significant, real-time interaction necessary to effectively address issues.

One alternative is to use short open-ended questions, leveraging tech platforms like Kipsu. For example, asking, “How is everything in your apartment this month?” can prompt for a more genuine and actionable response. These concise and targeted interactions motivate residents to convey their experiences in a manner that feels personal and manageable. Additionally, they enable multifamily teams to swiftly tackle concerns, converting potential complaints into opportunities for exceptional service.

A key part of feedback isn’t just gathering data, it's acting on it. Timely feedback enables onsite personnel to address issues before they worsen. For example, when a resident complains about a noisy neighbor or a malfunctioning amenity, quick responses can be provided, stopping frustration from escalating. These instances of prompt and tailored service can greatly enhance resident satisfaction, fostering their confidence in the management team.

A better way to collect and act on feedback

82% of renters said the main reason they would write a positive online review is if the apartment community went above and beyond providing an exceptional experience. In addition to enhancing individual experiences, proactive feedback enables multifamily teams to recognize trends that lead to improved decision-making. Are residents often raising issues regarding particular amenities or common areas? Are ongoing maintenance problems going unattended? Feedback collected in real time offers the insights teams require to implement strategic measures, tackling wider challenges before they affect the whole community.

Proactive feedback is particularly important in the current competitive landscape. As rental prices stabilize following years of continuous growth, retaining residents has emerged as a key focus for multifamily communities. New leasing opportunities are not assured, making the retention of current residents a vital strength. And residents will not remain in a building where their maintenance needs are not met - in fact, 90% of tenants say they will stop doing business with any organization that treats the building, its employees, or the community poorly. On the flip side, residents who feel acknowledged and appreciated are not only more inclined to remain, but are also more likely to suggest their community to others.

Insights into action (with Kipsu)

At Kipsu, we recognize the significance of proactive feedback. Our platform allows multifamily teams to go beyond conventional surveys, fostering real-time, conversational interactions with residents. By substituting lengthy, impersonal questionnaires with micro-feedback loops, Kipsu equips teams to swiftly address issues, cultivate trust, and prevent negative reviews from showing up online. 

Proactive feedback isn’t solely about resolving issues—it’s about fostering a resident experience that encourages people to renew their leases year after year. Ready to get started? Let’s discuss how Kipsu can support your team in providing exceptional service and staying ahead of the competition.