How to measure customer satisfaction levels in real estate development companies
Posted: Sun Dec 22, 2024 4:59 am
With an increasingly competitive market and developers who insist on maintaining very traditional processes even in the face of high demand for properties, how can we measure the level of customer satisfaction?
The answer is simple: measuring customer satisfaction is almost impossible without technology these days . Not only are consumers increasingly autonomous and demanding, but the market itself can no longer handle processes without digitalization : your customer doesn't have time to answer a satisfaction survey by letter and send it back by post.
Therefore, I ask that you begin this text aware that technology is the usa consumer email database for a good measurement of real estate customer satisfaction rates.
Okay, let's understand the subject better.
In today's article, you will follow:
What is customer satisfaction?
Customer experience and satisfaction: do the concepts communicate?
What are the main indicators of customer satisfaction?
What do customer reviews reveal about your developer?
Why evaluate customer satisfaction index?
Tools for measuring customer satisfaction: which one to use?
Final considerations: does satisfying the customer bring financial returns?
What is customer satisfaction?
how to measure customer satisfaction level: a hand holding a smiling wooden face.
Customer satisfaction is a metric that measures how happy a person is with your company based on the customer's experience with the brand.
When we assess customer satisfaction, we seek to understand the entire customer journey. The goal behind this practice is to understand precisely where the errors, operational bottlenecks and main approach errors lie.
Although it may seem so, customer satisfaction is not subjective. It is not subject to misinterpretation or value judgments. Do you know why? Because, to measure it, we use specific methodologies that structure the customer experience and allow them to respond exactly what we need to know.
Customer experience and satisfaction: do the concepts communicate?
Yes , there are many points of convergence between the concepts of satisfaction and customer experience. Above all, satisfaction meters take into account precisely the main points of the customer experience.
If there is any disturbance, large or small, in the customer satisfaction index, everything indicates that there is a problem during that customer's experience journey.
This is a point of attention that must be considered, since customer experience is one of the key factors in the success of real estate sales. A single negative experience can drive away 50% of your audience.
Learn more about customer experience in the articles:
Customer Experience: What is it and how to improve it? (4 tips)
Omnichannel strategy in customer service
What are the main indicators of customer satisfaction?
There are many ways to measure customer satisfaction. Whether it’s measuring interactions via chat, phone calls, and emails, or simply sitting down with the customer for a chat. However, there are more effective and well-structured practices for measuring customer satisfaction. Let’s take a look at some of them:
1. NPS or Net Promoter Score
How to measure customer satisfaction level: NPS scale with illustrations of faces representing emotions.
NPS, or Net Promoter Score, can be translated as the “net promotion level” . The metric was created in 2003 by the American company Bain & Company.
As a rule, the NPS indicator aims to measure a customer's level of loyalty to the brand. But the metric goes further, allowing the visualization of detractors, passives and promoters. And how does NPS do all this?
The answer is simple: measuring customer satisfaction is almost impossible without technology these days . Not only are consumers increasingly autonomous and demanding, but the market itself can no longer handle processes without digitalization : your customer doesn't have time to answer a satisfaction survey by letter and send it back by post.
Therefore, I ask that you begin this text aware that technology is the usa consumer email database for a good measurement of real estate customer satisfaction rates.
Okay, let's understand the subject better.
In today's article, you will follow:
What is customer satisfaction?
Customer experience and satisfaction: do the concepts communicate?
What are the main indicators of customer satisfaction?
What do customer reviews reveal about your developer?
Why evaluate customer satisfaction index?
Tools for measuring customer satisfaction: which one to use?
Final considerations: does satisfying the customer bring financial returns?
What is customer satisfaction?
how to measure customer satisfaction level: a hand holding a smiling wooden face.
Customer satisfaction is a metric that measures how happy a person is with your company based on the customer's experience with the brand.
When we assess customer satisfaction, we seek to understand the entire customer journey. The goal behind this practice is to understand precisely where the errors, operational bottlenecks and main approach errors lie.
Although it may seem so, customer satisfaction is not subjective. It is not subject to misinterpretation or value judgments. Do you know why? Because, to measure it, we use specific methodologies that structure the customer experience and allow them to respond exactly what we need to know.
Customer experience and satisfaction: do the concepts communicate?
Yes , there are many points of convergence between the concepts of satisfaction and customer experience. Above all, satisfaction meters take into account precisely the main points of the customer experience.
If there is any disturbance, large or small, in the customer satisfaction index, everything indicates that there is a problem during that customer's experience journey.
This is a point of attention that must be considered, since customer experience is one of the key factors in the success of real estate sales. A single negative experience can drive away 50% of your audience.
Learn more about customer experience in the articles:
Customer Experience: What is it and how to improve it? (4 tips)
Omnichannel strategy in customer service
What are the main indicators of customer satisfaction?
There are many ways to measure customer satisfaction. Whether it’s measuring interactions via chat, phone calls, and emails, or simply sitting down with the customer for a chat. However, there are more effective and well-structured practices for measuring customer satisfaction. Let’s take a look at some of them:
1. NPS or Net Promoter Score
How to measure customer satisfaction level: NPS scale with illustrations of faces representing emotions.
NPS, or Net Promoter Score, can be translated as the “net promotion level” . The metric was created in 2003 by the American company Bain & Company.
As a rule, the NPS indicator aims to measure a customer's level of loyalty to the brand. But the metric goes further, allowing the visualization of detractors, passives and promoters. And how does NPS do all this?