Apartment Online Reputation and Reviews Management Monthly Audit Checklist
This apartment online reputation and reviews management monthly audit checklist provides a structured framework for actively managing the digital reputation that increasingly drives apartment leasing success. Studies show that 90%+ of apartment searchers read online reviews before touring, and properties with ratings below 4.0 stars experience significant traffic and conversion penalties. Systematic review monitoring, prompt professional response to negative reviews, and proactive resident satis
- Industry: Property Management
- Frequency: Monthly
- Estimated Time: 1-2 hours
- Role: Property Manager / Marketing Coordinator
- Total Items: 28
- Compliance: FTC Guidelines on Endorsements and Testimonials (16 CFR Part 255), State Consumer Protection Laws (Review Manipulation), Platform Terms of Service (Google, Yelp, Apartments.com), GDPR Article 6 (EU resident review solicitation), CAN-SPAM Act (Review Request Email Compliance)
Review Monitoring Across Platforms
Verify all review platforms are monitored consistently.
- Google Business Profile reviews checked and all new reviews responded to within 48 hours?
- Apartments.com reviews monitored and responded to within 48 hours?
- Yelp profile claimed and reviews monitored?
- Social media mentions (Facebook, Instagram, Reddit) monitored for resident complaints?
- Better Business Bureau profile monitored and complaints addressed?
- Monthly rating trend tracked across all platforms?
Review Response Quality
Evaluate quality and consistency of review responses.
- 100% of reviews (positive and negative) have received professional responses?
- All responses professional, empathetic, and not defensive or argumentative?
- No responses including personal resident information that violates privacy?
- Residents who left negative reviews followed up offline to address concerns?
- Response templates current and approved by management for consistent messaging?
Review Generation Program
Evaluate proactive review solicitation program.
- Review requests sent to satisfied residents through compliant process (post-service, post-move-in)?
- Review requests timed appropriately (not during disputes or immediately after complaints)?
- No fake reviews or incentivized reviews that violate FTC guidelines or platform terms?
- Maintenance team and management asking satisfied residents to share their experience online?
- Review volume growing month-over-month?
Sentiment Analysis and Action
Analyze review themes for operational improvement.
- Recurring negative review themes identified and operational root cause addressed?
- Positive review themes identified and service elements reinforced with staff?
- Monthly reputation report reviewed by property management leadership?
- Competitor ratings and review themes tracked for market positioning?
- Annual resident satisfaction survey conducted to identify issues before they become reviews?
Documentation and Reporting
Maintain reputation management records.
- Monthly reputation report created with ratings, new reviews, response rates, and trends?
- Property owner/asset manager briefed on reputation status monthly?
- Leasing and management staff trained on review response guidelines and FTC compliance?
- Google Business Profile complete and accurate (photos, hours, amenities, contact info)?
- Monthly reputation audit results filed in marketing records?
- All major review platform profiles claimed, verified, and under management control?
- Online reputation score included in property KPIs and management performance metrics?
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Why Use This Apartment Online Reputation and Reviews Management Monthly Audit Checklist?
This apartment online reputation and reviews management monthly audit checklist helps property management teams maintain compliance and operational excellence. Designed for property manager / marketing coordinator professionals, this checklist covers 28 critical inspection points across 5 sections. Recommended frequency: monthly.
Ensures compliance with FTC Guidelines on Endorsements and Testimonials (16 CFR Part 255), State Consumer Protection Laws (Review Manipulation), Platform Terms of Service (Google, Yelp, Apartments.com), GDPR Article 6 (EU resident review solicitation), CAN-SPAM Act (Review Request Email Compliance), Fair Housing Act (Non-Discriminatory Review Responses), UK CMA Guidelines on Online Reviews, Australia ACCC Guidelines on Online Reviews. Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the Apartment Online Reputation and Reviews Management Monthly Audit Checklist cover?
This checklist covers 28 inspection items across 5 sections: Review Monitoring Across Platforms, Review Response Quality, Review Generation Program, Sentiment Analysis and Action, Documentation and Reporting. It is designed for property management operations and compliance.
How often should this checklist be completed?
This checklist should be completed monthly. Each completion takes approximately 1-2 hours.
Who should use this Apartment Online Reputation and Reviews Management Monthly Audit Checklist?
This checklist is designed for Property Manager / Marketing Coordinator professionals in the property management industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.