An online survey service is becoming increasingly popular with property managers who see the ineffectiveness of paper-based feedback forms.
First National Real Estate Burnie managing director Deanne Lamprey said for years they used to send out paper-based feedback forms.
“A lot of the time you didn’t get a really good response back and not many people would even return them – so RealSatisfied was the online solution,” she told Residential Property Manager.
RealSatisfied is an application that allows property managers and principals to gather feedback from both landlords and tenants through specialised survey forms.
“It only takes about five minutes and the beauty of it is it looks like it comes from a third party, so people are more inclined to complete it.
“If you put yourself in a client’s shoes, especially if you had a bit of negative criticism, a lot of the time you wouldn’t want it to go directly to that property manager.
“We always welcome a bit of negative criticism because then you have a chance of fixing the problem – I mean if you are getting glowing references all the time then that is great, but is it really true?” she added.
Ms Lamprey said these types of services not only help property managers to improve, principals can also benefit.
“From a principal’s perspective – because it can come back to them – it doesn’t necessarily have to go straight to the property manager or the salesperson, so you get a bit of an overview of your staff,” she said.
“There are a lot of different ones, so if you have gone out and done an appraisal and lost the listing you can find out why.
“You have got landlord loyalty surveys, new landlords that are coming in – I think there are five or six different surveys,” she added.