A FIVE STAR SUCCESS STORY
“Four years ago, Shea Apartments made the decision to focus on Google reviews, and it has paid off immensely. As a portfolio, we have grown from 500 reviews to over 4,000 reviews, skyrocketed our average rating from 3.40 stars to 4.50 stars across the board, and this year we were named NUMBER 1 IN THE COUNTRY in our division for best online reputation by J Turner Research,” said Audrey Hughes, Senior Digital Marketing Manager.
Entering its fifth year in 2024, the reputation management program has propelled Shea Apartments steadily toward the company's current #1 ranking. Prior to the program's inception, Shea Apartments did not appear among the top 25 companies in the annual Division ORA Powering Ranking. In 2021 and 2022, Shea Apartments as a company as well as multiple Shea Apartments communities, began appearing among the top rankings for both Division and Elite ORA Rankings, with 2023 being the year they clinched the top spot.
“We've accomplished so much, and it's all thanks to our Shea associates who have been dedicated to earning five-star reviews for world class, personalized customer service,” commented Josh Harnett, Senior Vice President at Shea Apartments. “Shea Apartments' online reputation - all the reviews and ratings submitted by our customers - is a direct reflection of the personalized and dedicated care that our teams show throughout the leasing and resident experience.”
"Companies recognized in our annual division ranking have maintained a sharp focus on providing a stellar resident experience. When residents genuinely appreciate their apartment community, it translates into big gains in online reputation as reflected in the high ORA scores," said Joseph Batdorf, president of J Turner Research.
ORA ® (Online Reputation Assessment)
J Turner Research pioneered the ORA® statistical model. It aggregates and analyzes online ratings for any community that receives them. The model includes ratings across a complete list of review sites and ILSs to generate a single score on a 0-100 scale that is easy to monitor, rank, and improve.
J Turner Research introduced the Division ORA® Power Ranking in 2019 to recognize management companies of all sizes for excellence in online reputation management. The companies are ranked based on their Online Reputation Assessment (ORA®) score—the multifamily industry standard to measure and benchmark a property/company’s online reputation. The Division I list—Top 25 of the NMHC Top 50 companies—was announced earlier in May 2023.
The Divisions include Division II – companies that manage between 20,000 up to 33,887 units, Division III – companies that manage between 10,000 to 19,999 units, Division IV – companies that manage between 5,000 to 9,999 units, and Division V – companies that manage between 2,000 to 4,999 units. The unit cut-off for each Division was determined based on the portfolio data obtained from Smart Apartment Data in June 2023.