Online Reviews are an Important Component of AvalonBay’s Strategy of
Listening and Responding to Customer Feedback
ARLINGTON, Va.–(BUSINESS WIRE)–AvalonBay Communities, Inc. (NYSE: AVB) – a trusted name in multifamily
housing, was recognized for its superior reputation with customers,
ranking No. 1 among public multifamily REITs for the second consecutive
year based on J. Turner Research’s recently published Online Reputation
Assessment™ Power Rankings for 2016.
“Every day our nearly 3,000 associates strive to deliver distinctive
living experiences for the more than 140,000 residents who call an
AvalonBay community home,” said Sean Breslin, Chief Operating Officer.
“The feedback provided on ratings and review sites reflects how our
residents feel about their homes and our service.”
AvalonBay received an Online Reputation Assessment™, ORA™, score of 79
compared to a national average for multifamily rental communities of
57.5 in 2016. The ORATM Power Rankings rank apartment
communities and management companies across the country based on an
aggregate compilation of a property’s ratings across all review
sites. Each month, J Turner Research monitors the online ratings of more
than 63,000 properties nationwide.
In addition to the ORA Power Rankings, AvalonBay, like many leading
brands in other categories, uses the Net Promoter Score (NPS) as another
key measure of what residents think and how they feel about their
experience. Every week, a sample of residents are surveyed and provide
feedback which is used to continue to improve the resident experience.
The Company also conducts regular online discussion forums with
residents to solicit even more in-depth comments on what they like and
what they think can be better. “The feedback we get from rating and
review sites, social media and our own surveys is invaluable. It’s a
vital part of our culture and how we continue to get better.” said Kurt
Conway, AvalonBay’s Senior Vice President of Brand Strategy.
About AvalonBay Communities, Inc.
AvalonBay is an equity REIT in the business of developing, redeveloping,
acquiring and managing apartment communities in the leading metropolitan
areas in New England, the New York/New Jersey Metro area, the
Mid-Atlantic, the Pacific Northwest, and the Northern and Southern
California regions of the United States. As of December 31, 2016, the
Company owned or held a direct or indirect ownership interest in 285
apartment communities containing 83,667 apartment homes in 10 states and
the District of Columbia, of which 27 communities were under development
and four communities were under redevelopment. More information may be
found on the Company’s website at www.avalonbay.com.
AvalonBay Communities, Inc.
Senior Vice President
Strategy & Marketing