Reputation Management Analytics: The Respage Difference

by | May 11, 2012

For the past two months, we've studied every social media comment and mention for clients that use our moderation services. That's over 3,500 comments, and they've taught us a few things.

First, preliminary numbers confirm that social media isn't a big source of leads, with them making up only 3.6% of comments and mentions. But here's the good news: for the multifamily industry, social media pages function as bustling customer service portals, with 38% of comments being general service inquiries and 9% maintenance requests.

Interestingly, only 13.6% of all social media mentions were positive/negative comments or reviews (7.6% positive, 6% negative), suggesting that for the multifamily audience, social media engagement is mostly transactional.

How do we know? Since no other reputation management tools give this level of detail, we devised a unique method of hand-scoring all social media comments and mentions. Every interaction is checked against a list of 11 post types, giving Respage customers the most meaningful and accurate social media analytics in the industry.

With Respage, you don't just know what customers think of you — you know how social media is working for you. Want to learn more? Ask us.