This article will run through how to use the Feedback Tool, which can help measure customer experience and loyalty.
Feedback requests can be sent to inspected prospects, current tenants and owners. They will be asked for a rating from 0-10, giving them a status of Promoter, Passive or Detractor.
Requests can be sent individually or scheduled automatically to be sent in bulk.
Option 1 - Schedule/Automate the Feedback Requests
1. Navigate to Reports > Feedback > Settings. Review the Agent NPS Settings as follows:
- Enable requests to be sent automatically to any prospects that have attended inspections.
- Select the number of hours after the inspection the request should be sent.
- Select if you want to send requests via email and/or SMS.
- Enable requests to owners once a property is leased.
- Enable requests to owners when a lease is renewed.
Option 2 - Send out individual Feedback Requests
1. Navigate to Reports > Feedback > Request > Requests.
2. Click the 3 page action dots and select New Request.
3. Add the address of the property and select the specifics of who will be surveyed. Click Send Requests.
4. A pop up box will appear confirming that the feedback request has been sent.
5. Each individual within the selection will receive an email asking for their feedback.
6. Navigate to Reports > Feedback > Results to review feedback provided. Use the filters to view subsets of the feedback received based on the individual, office or time period.
*Note: Promoters respond with a 9 or 10. They are considered happy customers and typically loyal.
Passives respond with a 7 or 8. They may be satisfied with your level of service, however are unlikely to promote it.
Detractors respond with a score of 6 or below. Generally, they represent unhappy customers.
The NPS (Net Promoter) Score is calculated by subtracting the percentage of detractors from the percentage of promoters.