We now offer NPS surveys that measure customer loyalty and satisfaction by asking your customers how likely they are to recommend the agent and their office to others on a scale of 0-10.
After confirming their score we ask them their reasons for rating to provide insights for your agents on what's working and what's not throughout the sales process. It is optional to leave written feedback but our system will prompt them for additional comments automatically.
This feedback is private and will not appear of your RateMyAgent profile automatically.
Customers are then categorised into three segments, Detractors (0-6), Passives (7-8) and Promoters (9-10) which will establish your overall NPS = % Promoters - % Detractors).
How are the surveys sent?
We have two options for sending NPS, partially automated and a fully automated solution.
Sales
Partial Automation
If you can only access the partial automation solution this means:
You have to request your buyer and seller reviews manually
NPS will rely on the data you have entered manually for the review request to send the NPS
You can't request a NPS without having previously requested a review request
NPS will be automatically sent 30 days after the closing of your property (US) or at Settlement (AU & NZ)
Full Automation
This option is only available if you are connected with a RMA integrated TMS or CRM and we are receiving your buyer and seller details.
You do not have to request reviews manually, this can be automated
You do not have to request a review at all to send a NPS
We will receive your customer contact information directly from your TMS or CRM
If we do not receive the client data to send the NPS you cannot manually request it later
CX Surveys will be automatically sent 30 days after the closing of your property (US) or at Settlement (AU & NZ)
Rentals (AU & NZ Only)
We do not receive Landlord/Tenant data from any CRM in AU or NZ as it is not available for us to do so.
You have to request your Landlord and Tenant reviews manually
NPS will rely on the data you have entered manually for the review request to send the NPS
You can't request a NPS without having previously requested a review request
NPS will be automatically 30 days post 'leased' and again 12 months later
NPS® is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld