are you suspending reviews like Google Reviews and Yelp are doing due to the COVID-19 pandemic?
are you suspending reviews like Google Reviews and Yelp are doing due to the COVID-19 pandemic?
Hello,
We will have communication soon, but want to offer a preview:
First, we looked at the data for 10s of thousands of reviews generated on ApartmentRatings over the last several weeks. The ratings have remained consistent over the last two weeks. Verified Resident reviews are 4.32 stars, and website submitted reviews are 3.70 stars. This is historically similar to prior periods telling us it’s stable.
Review volume for Verified Residents actually increased helping those who use that program improve their ratings.
Second, we evaluated reviews that mention COVID or Coronavirus, it was just a handful out of the 10s of thousands generated the past few weeks. We found many who praised management for their handling, and some frustrated reviewers disappointed amenities weren’t available. None of the reviews accused a community of spreading the infection.
Third, we’re updating our policies and developing a fast track flagging. As a community manager, if there’s an accusation of spreading the infection, we’ll remove it. For now, flag such a review as false information. We are creating a new flag for coronavirus that community managers can use to help expedite that content to the front.
We aren’t wholesale removing all COVID/Coronavirus reviews because there are many good stories and compliments to management team which should be shared with future residents. We believe the more nuanced, if more laborious, process will be better for both property management firms and prospective residents over the long run.
In understanding Google and Yelp, because there are misunderstandings spread from some reputation management companies:
- Google is still collecting reviews for publishing later. While no one is certain of when, we can expect that they will lift that at some point and reviews collected now will publish again. We tried it for ourselves and were able to leave a review for my favorite hair salon which Google said would be delayed in publishing.
- Yelp still publishes reviews and will review accusations of spreading COVID-19.
Both of these review platforms are very broad and primarily focus on local businesses where the public walks through their door. MultiFamily is something we all know is very different. It’s where the public lives. We also know that many are still looking for a new community to live in based on site visits and looking for up to date information to feel comfortable signing a lease.