How to set up NPS?
This feedback is private and will not appear on your profile automatically. This type of feedback is collected via NPS surveys, which act as private mechanisms to gauge client satisfaction. To make this feedback visible publicly as reviews, you can use the "Reviews → Import" feature and complete the verification process.
Will the feedback appear on my RateMyAgent profile after it's submitted by the client?
Yes! NPS feedback is private by default, but you can request to make it public. This process involves using the "Reviews → Import" feature to import the feedback into your profile. Clients will be asked to confirm their feedback during the verification process. Ensure the client’s email address matches the one provided during the NPS survey and obtain explicit consent for public posting.
This feedback is private and will not appear on your profile automatically. This type of feedback is collected via NPS surveys, which act as private mechanisms to gauge client satisfaction. To make this feedback visible publicly as reviews, you can use the "Reviews → Import" feature and complete the verification process.
What happens if I receive some really positive feedback from my client? Can I add it to my profile?
Yes! NPS feedback is private by default, but you can request to make it public. This process involves using the "Reviews → Import" feature to import the feedback into your profile. Clients will be asked to confirm their feedback during the verification process. Ensure the client’s email address matches the one provided during the NPS survey and obtain explicit consent for public posting.
What are the processes and approvals required to adjust, cancel, or remove NPS surveys?
How can I manage and prevent NPS surveys from being sent to vendors or clients? Managing the distribution of NPS (Net Promoter Score) surveys is essential for ensuring they are sent only to the intended recipients. Below, we outline the methods available to prevent NPS surveys from being sent to vendors or clients, along with steps to confirm these changes.
Methods to Prevent NPS Surveys
1. Update Vendor Email Address
If you want to ensure that a specific vendor does not receive an NPS survey, you can provide the correct email address of the vendor to RateMyAgent. Once this information is updated in their system, the survey will not be sent to that vendor. You should receive a confirmation from RateMyAgent once the update is complete.
2. Remove Vendor Contact Details from CRM
Another method to prevent an NPS survey from being sent is to remove the vendor’s contact details from your CRM portal. After removing the details, re-push or sync the updated data to RateMyAgent. This ensures that the survey email will not be sent to the removed contact.
3. Disable the NPS Feature
If you want to stop NPS surveys entirely, you can disable the NPS feature for your office. Once this feature is turned off, no NPS surveys will be sent to clients at settlement. This is a broader solution for managing survey distribution.
If you need to stop sending an NPS survey for a specific transaction (e.g., a single client or property sale), head office approval is mandatory. This ensures proper tracking and compliance with customer experience standards. Key requirements for approval include:
Clearly stating the agent's name.
Providing the property address.
Including relevant client or vendor details.
This information should be communicated to the head office for one-time exceptions. Approval from the head office ensures that customer experience awards within your network remain accurate and fair.
Confirmation of Changes After implementing any of the above methods, it is important to confirm that the changes have been successfully applied:
For email updates, wait for a confirmation from RateMyAgent.
For CRM updates, verify that the data has been correctly synced.
For feature disabling, check your account settings to ensure the NPS feature is turned off.
By following these steps, you can effectively manage the distribution of NPS surveys and ensure they are sent only to the intended recipients.
In some cases, your State Office may act as the main head office for your Harcourts network. When this is the case, their approval can suffice to stop an NPS survey. However, if the State Office is not functioning as the central authority, the National Head Office's approval will be required. Always verify with your network to confirm which office holds the necessary authority for these decisions.
If you have obtained head office approval, follow these steps to cancel an NPS survey for a specific vendor:
Submit the approval details (including property and vendor information) to Renowned.
Specify the email address of the vendor to ensure the survey is not sent upon settlement.
Await confirmation from Renowned that the cancellation request has been processed.
What happens if a client requests to remove/delete the NPS Survey they submitted?
It is important to note that the removal of an NPS survey post-completion can only occur if the client who filled out the survey directly requests its removal. There are no alternative methods to remove an NPS survey outside of this client-driven approach. Only the original respondent (the client who completed the survey) is authorised to make this request, ensuring the authenticity and confidentiality of the process.
To request that the NPS Survey be removed, they can contact us directly.
Will I be notified when someone completes their NPS?
Of course! When your client submits their survey and leaves comments, you and your office will be notified immediately. If they do not leave comments after submitting their score, we will attempt to collect this information before notifying you. If they have not submitted anything, you will receive an email with a score only, and the 'my comments' section will be blank.
Can our office administrators see all the feedback we have received?
Yes! All feedback is shown in the NPS section of the office dashboard.
I am the listing agent. Can I see the NPS rating on my agent dashboard?
No, the NPS rating will only be visible on the office profile. If you want to see the score, you will have to ask your admin users to give you admin access to the office profile.
How is the NPS calculated?
NPS = % Promoters - % Detractors.
Example: Our office has 60 Promoters (60%), 15 Passives (15%) and 35 Detractors (25%). 60% - 25% = a NPS of 35.
This makes it seem like your Passives "don't count", but we believe your Passives are a very important segment. The more Passives you can turn into Promoters, the higher your NPS will be.
Is a NPS out of 100?
What some people don't realise is that your NPS can be anything from -100 to 100. Anything in the 'minus' (-100 to 0) means you need to improve. 0-30 is 'Good', 30-70 is 'Great', and anything 70 and above is 'Excellent'.
NPS® is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld