How Truliv hit 4+ ratings in 95% of properties and boosted NPS by 30% with SurveySparrow

Goal

Truliv aimed to improve the overall resident experience across every stage from discovery to move-out. As the company expanded across cities, it became important to measure feedback consistently and use those insights to make informed decisions. The goal was to stay connected to resident sentiment, identify issues early, and ensure that every interaction felt intentional and aligned with the brand.

Operating in an industry where reputation directly impacts bookings and long-term growth, Truliv wanted to build a unified system to assess customer experience across touchpoints and understand what residents were saying on public platforms. This meant having a single screen to monitor feedback, track sentiment, and identify trends in real time while maintaining full control over how the brand was represented.

 “We wanted to track resident sentiment across all touchpoints and build a system that helps us act on it quickly and effectively.”

Challenges

Before adopting a structured system, Truliv relied on disconnected tools like Google Forms and Google Reviews to collect feedback. This made it difficult to track issues, assign accountability, or identify recurring patterns across properties. Without a streamlined process, follow-ups were inconsistent and often delayed.

As the business expanded, these gaps became harder to ignore. During COVID, when in-person visits were limited, online reviews became the primary lens through which potential residents evaluated properties. In a space where reputation strongly influences booking decisions, not having full visibility into public sentiment posed a real risk.

Managing reviews, capturing feedback in context, and connecting it to specific properties and teams became a clear operational need going forward.

“In this industry, people need to know what kind of place they’re going to stay at. Platforms like TripAdvisor, Google Maps, or Agoda only show parts of the journey. Having reviews in one place is crucial because customers trust other customers more than they trust us.”

Solution

To strengthen its feedback systems and reputation strategy, Truliv focused on two key areas: review management and survey customization.

Review and Reputation Management

With the growing impact of online reviews on resident decisions, Truliv implemented a structured approach to monitor and respond to feedback. Using SurveySparrow’s review management tools, the team tracked conversations across platforms and ensured that each piece of feedback triggered the right internal response. Critical issues were escalated to the COO or cluster managers, while anything tied to customer experience involved the broader CX team. This clear workflow enabled faster resolution and helped safeguard the brand’s public image.

Regional managers used a centralized dashboard to review sentiment trends, word clouds, and heat maps, providing visibility into patterns across properties. These insights were revisited on a weekly or monthly basis, allowing the team to stay proactive in identifying issues and maintaining a consistently strong online reputation.

Survey-Level Insights and Brand Experience

To capture structured feedback throughout the resident journey, Truliv used custom NPS and CSAT surveys tailored to different touchpoints. SurveySparrow’s builder made it easy to design mobile-friendly surveys that reflected Truliv’s tone and identity. With full white-labeling, the team was able to remove third-party logos and reinforce a branded experience that felt cohesive and trustworthy.

Dashboards made it easy to track NPS and CSAT performance in real time, giving the team a clear view of resident satisfaction and areas that needed improvement. By combining flexible survey tools with strong branding and visibility, Truliv was able to build a consistent, data-driven approach to resident experience.

“Reviews tell us what’s happening and surveys help us understand why. Having both has changed the way we respond and improve.”

How we hit the mark

• Reputation management

• NPS surveys

• CSS Customization

• Whitelabelling

• Real-time dashboards

Results

With SurveySparrow’s review management, Truliv made significant gains in its online reputation. When the platform was first introduced, average property ratings hovered around 3 out of 5, with only a few crossing the 4-mark. Today, 95% of Truliv’s properties are rated 4 out of 5 or higher, with many edging closer to 4.5. This shift came from consistent monitoring, faster response loops, and clear internal ownership.

Truliv also achieved a 30% increase in NPS and recorded a steady improvement in CSAT, driven by consistent feedback collection across key moments in the resident journey. 
The ability to identify experience gaps early in the journey, helped improve retention and sparked more referrals, particularly during move-out periods. With stronger feedback loops in place, the team can now focus efforts where they matter most based on data and not assumptions.

Looking ahead, Truliv plans to use SurveySparrow’s social listening capabilities to stay ahead of market conversations and understand how the brand compares to competitors in a reputation-first category.