The ORA™ Power Rankings is a tool by J Turner Research to centralize online reviews for your residential properties, often called the “ORA™ Score.” Their score consists of a weighted aggregate from various review sites, including Google, Yelp, Facebook, Apartments.com, Kudzu, Yellowpages, and more. A weighted aggregate in this case means that some sites impact the ORA score more than others.
Opiniion is asked often, how clients can improve their ORA Scores. Here are some suggestions of how to improve your ORA™ score.
HIRE THE RIGHT PEOPLE
SEEK HONEST RESIDENT FEEDBACK
This seems simple but is not always executed properly. When we say “honest feedback,” we are referring to listening to both the good and the bad of what your residents have to say. They are taking time out of their busy schedules to let you know how they feel, so it’s always important to seek, then listen to what they have to say. Using Opiniion is easy and automated, bringing in not only a high volume but constant feedback to give you a robust understanding of how residents feel at all times of the year and lease cycle.
UPDATE AND IMPLEMENT
It’s not enough to know that something is causing friction among your residents. With your awesome employees and lots of resident feedback, it’s time to get to work; updating processes and implementing solutions to fix the pain points. By using Opiniion to measure and manage your residents experience, the feedback collected will yield invaluable trends, tipping you off to what your residents enjoy and what they wish would be changed. When you act on the feedback, implement fixes to their concerns, and improve your residents’ experiences, their satisfaction will dramatically improve. By consequence you will receive higher online ratings, and positively impact your ORA score.
RESPOND TO REVIEWS QUICKLY
With technology becoming more and more prevalent, instant gratification is among the top of priorities. Some of the Nation’s top companies, such as Amazon do this with next- and same-day shipping. Grocers can deliver their groceries within hours of a customer placing an online order. A property management company should be no different. When a resident provides feedback or publishes a review online, they expect a response immediately. Not only do quick responses ensure great customer service, they create a better experience for your residents, and increase satisfaction. After all, that is the true goal.
As you implement these four ideals into your customer success strategy, you will begin to create a lifestyle your residents will enjoy, and your ORA scores can increase organically over time. Stephanie L. Williams, President of the Bozzuto Management Company has said “When we create a lifestyle for our residents that reflects our core values and supports our passion for service, we by default, nurture fans that want to share their perspective on our brand with others.”