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Why You Should Care About Your Agency’s NPS

Why You Should Care About Your Agency’s NPS
October 15, 2019 Stafflink

Your Net Promoter Score (NPS) is based on one simple, yet very important question: “On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?”. Below are some of the top reasons that this one question survey can function as an essential and informative tool for your real estate agency:

The internet

The internet means that positive reviews and customer feedback are more important than ever before. Consumers quickly form an opinion of a business based on internet reviews; which means they have decided which product or service to choose from even before setting their foot across the front door.

A prime example of how your online reputation can tarnish your business is the story of journalist Jeff Jarvis blogging about the negative customer experiences he had had with computer giant, Dell. This was right around the time blogging was beginning to take off, and so many people shared Jarvis’ blogs that they ended up in the New York Times and massively damaged the company. Given that real estate sales and property management are industries which are entirely focused around people and their needs, your online reputation is particularly crucial.

It can be used to improve interaction with customers and potential customers

Understanding how likely your current buyers, tenants or landlords are to recommend your agency to someone else is the best way to gauge the quality of your customer service. Your NPS varies and shifts based on your actions or lack thereof, and it’s the ideal way to create an entirely customer service-focused agency and staff. When asked in an interview which marketing metrics were most important, Bill Macaitis, the CMO of Slack, responded saying that “NPS is the leading indicator of future growth”. This is due to the fact that your agency’s growth and success is entirely dependent on how happy your customers are with your services, which directly influences their willingness to recommend your real estate business.

It’s a channel for communication

In 2019 we live in a world where, if you want your real estate business to survive, you must have a continual two-way conversation with your clients and customers. Long gone are the days where you could simply talk at consumers, and they took you at your word. Your NPS is a channel for open communication and feedback, which allows you to understand the needs of your client base while making it clear that you care about what they have to say.

It helps you understand where you’re going wrong

It’s easy to just focus on those people who give you a good NPS, but it’s perhaps even more important to follow up with the clients and customers who give your real estate company a negative score. Approach them and start a conversation about what went wrong and how you can fix it or improve your customer service experience. This shows your dedication to your customers and also allows you to reflect on how to stimulate your agency’s growth.

Stafflink is dedicated to transforming your real estate business into a business that inspires customer loyalty. Click here to read our blog about the different ways in which Stafflink can improve your NPS or get in touch with us today.