Commitment To Customer’s Needs Leads To Unmatched Loyalty
GREENBELT, MD – April 21, 2016 – For the second year in a row, Bozzuto has been named the Top Property Management Company for Online Reputation by Multifamily Executive and J Turner Research, for delivering exceptional customer service to residents. Conducted by J Turner Research, the Online Reputation Assessment© (ORA™) Power Rankings evaluate apartment communities and management companies across the country, and is considered the foremost authority for property management standings.
But this top award is just the start of Bozzuto’s management success story:
- Bozzuto has four properties in the 2015 Top 50 Properties list, the most from any other management company.
- Bozzuto’s Kensington community in Boston was voted #1 on the 2015 Top 50 Properties list.
- Every community in the Bozzuto portfolio scores above the national online reputation average in the country.
“True brand loyalty, referrals and resident recommendations happen when you go beyond just satisfying needs and into the realm of seeing problems and shortcomings before they even exist,” says Tom Geyer, Bozzuto’s Director of Brand Management. “This also extends past just having a long list of outstanding amenities and services, but into the design, layout and architecture for each Bozzuto managed property. We aim to create an all-encompassing experience for each resident that begins before even entering the lobby. You have to go beyond meeting expectations to consistently exceeding them.”
One important way Bozzuto is able to exceed those expectations is through the “Bozzuto Listens” program. Through a custom-designed online platform, customers are able to communicate directly with a Bozzuto professional, virtually 24-hours a day, seven days a week. Residents can post any question or concern, relay a compliment, or offer suggestions for their community and know they will be answered privately and quickly. This is all part of Bozzuto’s commitment to making sure each resident feels completely involved and in control of the living experience and confident that if something should go wrong, they’ll be attended to swiftly. Residents are even able to rate and review their community on Yelp or Apartment Ratings through the platform.
“Our residents are the ones who advocate for us online and off and in the end, provide our most valuable and authentic marketing,” says Stephanie Williams, President of Bozzuto Management. “We’ve put significant time and effort into learning who our resident is on a human level, and we incorporate that into our business every step of the way.”
According to Joseph Batdorf, founder of J Turner Research, who studies and ranks the country’s best management companies, Bozzuto stands far above the rest.
“It’s a fantastic achievement for Bozzuto to not only be ranked first in our rankings, but doing it two years in a row,” said Batdorf. “We analyze the online reputation of more than 57,000 properties on a monthly basis across all apartment review websites, which makes for very tough competition. We congratulate Bozzuto for this incredible achievement and for being able to maintain their high levels of service in a very competitive industry.”
“The best way to gain customer respect is to provide a holistic experience that genuinely creates good will between us and our residents,” adds Williams. “Ultimately, our goal is to deliver a sense of belonging and an unwavering confidence for our customers that the home they’ve chosen is the perfect fit for who they are.”
Bozzuto is a privately held, diversified experiential real estate company focused on creating extraordinary experiences of home and community. We are passionate about inspiring our customers, clients and partners through our expertise in multifamily development, construction, and management, as well as homebuilding. Since 1988, these strong relationships have allowed us to acquire, develop and build more than 42,000 homes and apartments while managing more than 54,000 apartment residences. Our company is committed to providing quality housing for individuals of all income levels, producing and managing communities that range from luxury homes and apartments to affordable housing solutions. For more information, please visit www.bozzuto.com.
About J Turner Research
J Turner Research is the leading provider of true operational intelligence geared specifically for the apartment industry. With 31 years of industry experience, Joseph Batdorf launched J Turner Research into the multifamily housing industry in 2003, helping apartment managers measure and market their customer service. To determine their rankings, and arrive at an aggregated score, J Turner Research tracks and analyzes the online reputation of more than 57,000 apartment properties across multiple ratings websites on a monthly basis. To overcome the challenge of multiple ratings scales, J Turner Research has devised a statistical model that establishes a single score for each property representative of the aggregates of ratings websites. This score serves as a benchmark to compare various properties nationally. www.jturnerresearch.com