Do you manage a real estate agency or are you a property management agency? If you are and if you want to know exactly how your customers feel, a good feedback survey could come to your help. Try optimizing your customer journey so that you can strengthen your client loyalty, helping create a good brand image plus retaining and acquiring new customers. The most simple and effective method is measuring customer satisfaction for every move you take. You can easily create a prudent action plan and identify the areas you need to improve through collecting customer experience feedback.
Step 1- First Contact
Every customer journey is different from one company to another. However, in real estate, there are certain prime steps that are the norm for all customers to company communications.
The first time a person comes to you, he/she is just a lead. This point is crucial where you need to make a good impression. If you have taken the very first step right and created a good impression, you will surely convert your leads to customers. And in real estate, one customer is equal to 10. However, how will you know whether the lead is at all inclined or not?
Useful surveys are the best way to understand what your lead is looking forward to and what you should be doing to increase their interest. If you understand what your lead is actually looking for, you could increase your lead to customer conversion rates along with bettering your performance in sales.
Step 2 – How to manage your estate
After you have established your first contact and your lead is now a client, you will need to sign a contract that allows you to manage the property. To manage well, you need to know the level of customer satisfaction and surveys again are the best methods to keep track. Ask simple yet relevant questions that the customer can easily relate to. Feedbacks have been found extremely useful in understanding customer sentiment for any brand. You could ask questions using the Likert scale where they are asked if they like or dislike services etc. provided to them, or opine their views in Net Promoter Score (NPS) to create a proper understanding for the brand, enabling brand positioning and visibility.
Step 3 – The movement between two tenants
In real estate, rental management is vital and the transition between two of the tenants is the prime element. There are few sample questions that could help you assess the way your property owner feels regarding the transition. Questions like:
- Are you satisfied with the way agency catered to your transition needs? How would your ratings be for the transition time between two tenants?
- How would your ratings be regarding the information that was passed down to you during this time?
- How do you think our agency manages your rental asset?
- How responsive do you feel our agency is?
- Are you satisfied with how our agency works?
Questions like this and many more could help you get a clear picture as to how the customer feels about the service you provide.
Step 4 – Keeping contact with the agency
The point is not just to acquire leads, convert them to customers, and forget. For healthy business growth, you need to keep your customers and acquire newer customers through the old. In order to understand whether you made a lasting impact on your customers, whether they would come back to you, or recommend you to their peer group. Some sample questions that you could ask would be:
- Was it easy for you to get in touch with the agent?
- How, on a scale of 0 to 10 would you rate the agent handling the situation?
- Are you happy with the way your situation was handled?
- Do you feel satisfied with the time taken for processing your request?
There are several other questions that could be tailor-made according to the requirements of the brand. However, keeping it short and simple is the best way to get the best and instant output from your clients. The simpler and straightforward your question would be, the better would be your customer interaction, hence, enabling you to understand what your customers are seeking precisely.
Step 5 – Client churn
In case you see your customer attempting to terminate the signed contract, it is your duty to figure out whatever led them to this decision. Once you have figured what is the reason behind customer churn, you can focus on the areas that demand improvement. In case you feel customer churn is happening, the first thing would be to understand why this is happening. A feedback survey with your customers could save you from this situation. All brands agree that it is really difficult to acquire new customers. Customer churn could be a huge loss to the business as the entire journey from lead to clients is quite laborious and costs the company a huge lot of revenue. A quick survey for your customers looking to shift and not really satisfied with you could be with questions like:
- Why did you decide to close your communication with us?
- What improvements would you suggest for us?
- In case we were not able to provide complete support, could you tell us where we went wrong?
It is not easy to appease a customer. You need to have good communication going plus an understanding of your customers to be able to first acquire and then make such rapports that they stay. There have been instances where a brand has fallen from its reputation to hold its customers well because they did not have a clue of their customers’ feelings. Many times, brands end up losing prize customers only because they did not have a good feedback system in place.
The power of feedback software has been felt only recently. Huge numbers of businesses are going about making a proper system where they are regularly capturing feedback. Businesses feel that feedback helps them gauge customer likes and dislikes much better. This gives them the power to understand how they could convert, retain, and acquire more customers. Try some of the customer feedback software with predesigned questionnaire and help your business grow manifolds.