Case Study

Multifamily Online Reputation Management

Improving the Quantity & Quality of Online Reviews

Our Customer

A large property management company looking to get new reviews from current residents and improve their online reputation.


Our client, a major real estate operating company with 19 multifamily properties in cities throughout Georgia, North Carolina, and South Carolina, needed help resolving problems they were experiencing with popular review sites. Although a handful of their properties had stellar ratings on certain sites, others were performing quite poorly on rating sites that were specifically devoted to the apartment market. Fearing the effects that negative online reputations could have on their properties, the company decided it was time to take action.

Our client was able to dramatically increase their online reputation across all properties.


In order to combat negative reviews and restore consumer faith in the client’s properties, Respage initiated an online reputation management campaign that included our signature Review Response service. In addition to providing around-the-clock monitoring of all property review profiles, this service also ensured that every published review received a high quality response, all of which were created by our team of in-house public relations specialists.


In just over a month’s time, every property in the client’s portfolio received more reviews. When compared to the first quarter of the year, the number of reviews the client received in April had increased nearly 1140 percent, while highest increase experienced by an individual property was nearly 4450 percent. What’s even better? Not a single property saw an increase less than 274 percent.

But the number of incoming property reviews wasn’t the only thing that was positive.

During the same time period, star ratings increased by 37.29 percent on average. That’s roughly the equivalent of two stars! While it should be noted that three of these properties received a lower rating during the study period, all of them had five-star reviews prior to April and any star rating less than five would pull down the average. Not one of these properties saw a rating of fewer than 4.5 stars.

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