RealPage Webcasts

Conventional Multifamily
Series: 22 Voices for 2022

22 Voices for 2022: How to Improve Your Reputation Score Without Burning Out Your Team

ORA score ― online reputation assessment ― is now a standard KPI for apartment managers and owners. Investors are now targeting properties with low ORA scores because they see meat on the bone … the opportunity to create value the current owner hasn’t created. Improving ORA has proven to drive improved revenue performance and, therefore, asset value.

Focusing on ORA is a key priority for property managers in 2022, particularly given the challenges of record-setting renewal rent hikes and an already-stretched leasing team often working with fewer colleagues on-site. Learn how top operators are tailoring their reputation management strategies for the challenges of 2022.

Join RealPage market experts Jay Parsons and Dayna Gardner and multifamily industry leaders for a timely discussion of essential reputation topics that include:

  • Updated results from RealPage’s research into the link between ORA scores and revenue outperformance
  • How top operators lean on technology to drive resident engagement and reduce the burden for the on-site team
  • Current strategies to effectively drive resident satisfaction amid the challenges of 2022
  • How to improve your ORA score by focusing on the resident ― not the score itself

Joslin Philley

Director of Customer Experience, The Dinerstein Companies

Joslin is the Director of Customer Experience at The Dinerstein Companies, one of the nation’s largest developers of multi-family and student housing communities. She is responsible for enhancing and evolving the customer experience journey through multiple touch points and believes that you must know your customer to not only survive but thrive. Joslin has over 12 years of on-site and corporate experience. While holding a supporting and training role, her entire career has been in innovating, strategizing, and executing measurable ways to exceed customer expectations. She has successfully applied this strategy and through online reputation recently earned national title of Top Student Housing 4 years (2018, 2019, 2020, 2021) in a row based on online reputation, ORA Power Rankings.


Jay Parsons

VP, Head of Economics & Industry Principals, RealPage, Inc.

Jay Parsons serves as VP, Head of Economics & Industry Principals for RealPage. He is a frequent author and speaker on topics including rental housing investment and asset management strategy, rental housing policy issues, risk management and property management – covering apartments and single-family rentals. Jay has been cited in the Wall Street Journal, Bloomberg and CNBC, among other outlets. His commentaries have been published by the Pension Real Estate Association, the Mortgage Bankers Association, the National Apartment Association, American Banker and GlobeSt.

Dayna Gardner

Industry Principal, Living Suite, RealPage, Inc.

Dayna Gardner specializes in the Resident Experience and serves as a consultant, trainer and Industry Principal for the Living Suite at RealPage. With more than 10 years’ experience in multifamily management and 6 years in marketing solution sales, she offers a unique perspective on how the resident experience impacts revenue and resident sentiment. Prior to joining RealPage, Dayna was Director of Sales Operations for the Community Rewards team since 2018, remaining with Modern Message until its acquisition by RealPage in 2020.

22 Voices for 2022: How to Improve Your Reputation Score Without Burning Out Your Team

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22 Voices for 2022: How to Improve Your Reputation Score Without Burning Out Your Team

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