The document provides an overview of a presentation on using Opiniion, an AppFolio partner, to level up reputation management. Craig Johnson and Jeffrey Juarez-Palma will discuss how Opiniion helps property managers measure and manage the resident experience through automated feedback collection and review generation. This increases knowledge of residents and improves key processes to drive leases, retention, and revenue. The presentation will include industry statistics on the importance of reviews, feedback trends, traditional versus modern approaches, and a demo of Opiniion's resident satisfaction tools.

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Level up your
reputation
management
Featuring Opiniion,
an AppFolio Stack™ Partner
Presented by: Craig Johnson
Hosted by: Jeremy Brody
March 28, 2023

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3
Panelists
Craig Johnson and Jeffrey
Juarez-Palma are joining us
today.
Q & A
Send us your questions via
the Q&A box found in your
Zoom controls.
Survey
Let us know what you
think!
This is an interactive session

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Chief Sales Officer,
Opiniion
Craig
Johnson
Presenter
Jeremy
Brody
Presenter Host
Sr. Solution Engineer,
AppFolio
Jeffrey
Juarez-Palma
Sr. Product Marketing Manager,
AppFolio

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Agenda
Introduction to AppFolio StackTM
Level up your reputation management
Demo
Q&A
01
02
03
04

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Boost productivity with
unparalleled ease of use
Count on certified integrations
backed by dedicated support
Run your business from a
single system of record
Seamless integrations
with AppFolio Stack™

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68% of renters say a property manager’s reputation on review sites is one
of the most important factors when evaluating a rental
97%
93%
81%
92%
73%
68%
64%
Price
Pets allowed
Apartment or home itself
Locationt
Community
Amenities
Property Manager’s reputation on review sites
Source: AppFolio Renters Motivation Report 2023
Your experience with the leasing agent 55%
Q20. How important are each of the following when you evaluate a rental before signing a new lease?) (n=921)

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Half of employees that engage with residents want to see
resident feedback, reviews, and referrals automated and streamlined
48%
47%
32%
41%
29%
23%
6%
Collect resident feedback, reviews, and referrals
Other
Respond to resident questions and requests
Collect rent
Plan and run community events
Process evictions
Provide amenity services
Source: AppFolio Top Challenges Survey, 2022

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Partner slide
Opiniion - measuring, managing &
improving the resident experience

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Opiniion provides the tools, services, and support you
need to measure and manage the resident experience
from the time they tour until they move out. We take a
proactive, automated approach towards generating
feedback, driving online reviews, and evaluating your
residents' experience at your property. This increases
your knowledge of your residents and effectiveness of
key community processes which will eventually drive an
increase in leases, retention, and NOI.
IMPROVE RESIDENT SATISFACTION FROM
REAL-TIME FEEDBACK
The #1 Resident Satisfaction Tool

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Quick Stats
Here’s what we’ve learned over the last 6 years!
400,000+ Negative Feedback
Captured
10+ Million Feedback Requests Sent
3,000+ Communities Served
1MM+ Units Serviced
750,000+ 5-Star Reviews Generated

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Collecting Data
Quarterly check-ins: “how
are we doing?”
Communicate with all
residents through sms/email
Proactive automations
90 days from lease
expiration
Automated triggers through
AppFolio integration

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NMHC TOP 10 APARTMENT MANAGERS NMHC TOP 50 APARTMENT MANAGERS
Industry Knowledge

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AUTOMATED TRIGGERED EVENTS
Move Out
Completed Work Orders
Move In
Expiring Leases

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Housing Insights
MULTIFAMILY | STUDENT | SENIOR LIVING | SINGLE-FAMILY

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80% of properties think they are
delivering “super experiences,” only 8%
of residents agree.
FORBES

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The Four "R's" of Reviews
Sources: BrightLocal, Multi-Housing News
• 88% of residents trust online reviews as much as a personal recommendation.
• 86% of residents would not consider an apartment under a 3-star rating.
• 97% of residents say they read reviews before making a financial decision.
• 77% of residents said they did not trust reviews over 90 days old.
• 89% of consumers are 'highly' or 'fairly' likely to use a business that responds to all of its online reviews.
• 57% say they would be 'not very' or 'not at all' likely to use a business that doesn't respond to reviews at all.
RELEVANCE, RATING, RECENCY
RESPONSE

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PROMOTES POSITIVE FEEDBACK
Quick View: Resident Satisfaction
quick resolutions
good process
staff excellence
community
clean

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PROMOTES NEGATIVE FEEDBACK
living experience
unresolved requests
poor customer service
parking
price
Quick View: Resident Satisfaction

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4.2 4.2 3.9
TOUR GENERAL FEEDBACK MOVE IN
3.2
MOVE OUT
4.1
MAINTENANCE
Average Rating by Resident Event
THE PATH TO A 4.0

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A Shift in Thought

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What's Your Go-To Strategy?
Low occupancy rate
Low renewal rates
Poor resident experience
Below average ratings online
Increasing frequency of reviews

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MANUAL EMAIL/TEXT
FEEDBACK REQUESTS
LEAVE US A
REVIEW
SIGNS AROUND
THE COMMUNITY
ASKING IN PERSON
BUSINESS CARD
WITH QR CODE
FLYER ASKING FOR
AN ONLINE REVIEW
Low Cost Ways to Increase Online Reviews

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Traditional Thinking - Reviews
Reviews and feedback are the same thing.
Our strategy is built on reviews alone, and
rely on them to know if we're doing a good
job.
REACTIVE APPROACH
Lacks awareness of resident experience
Content with online ratings
Occasionally checking online reviews
Responding to reviews only after they go public
Thinks 2-3 familiar residents represent the
sentiment of the entire community
Reactive companies focus on damage control and solving problems that begin surfacing to the public.

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Modern Thinking - Feedback
Resident feedback must be a
multi-channel, multi-touch proactive
approach that makes it easy for your
residents to engage in a dialogue.
PROACTIVE APPROACH
Actively asking residents for feedback
Frequent automated resident surveys
Responding to ALL resident input
Turns negative feedback into action items
Goes the extra mile to ensure resident
satisfaction
Addressing underlying negative issues before
they appear publicly
Proactive companies resolve problems long before they surface publicly.
They ensure that reviews stays positive and stay on top of incoming feedback.

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Feedback Trends
= 5 residents
Negative feedback at risk of going public.
NEGATIVE REVIEW EXPOSURE RISK
For every 100 residents that give feedback, only 4.9 on average follow
through with a negative sentiment publicly
18% 82%
Difference between happy
and unhappy sentiment
POSITIVE VS.
NEGATIVE
Measuring how residents/customers
respond the most.
WEIGHT OF RESPONSES
1 2 3 4 5
8%
3%
7%
13%
69%

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Looking for Feedback, Not Just
Finding it
Via these three methods you get a 360 view of how your residents actually feel!
REVIEW
GENERATION
INTUITIVE
SURVEYS
AUTOMATED
FEEDBACK
SOLICITATION
REPORTING

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DEMO

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Would you like a customized demo
of AppFolio Property Manager?
Poll

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AppFolio StackTM
Partners
Marketing & Leasing
Maintenance
Utility Management
Smart Properties
Compliance
appfolio.com/stack

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Thank you