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The property management software firm has launched an integration that will allow agencies to gauge customer satisfaction in real time.
Kolmeo debuted the new capability, which is powered by CustomerGauge’s Net Promoter Score (NPS), with independent agency Little Real Estate, operating across Victoria, New South Wales and Queensland.
The alliance with CustomerGauge is intended to provide the type of feedback that can reduce customer churn and retain accounts, with results from surveys published in real time. In addition, Kolmeo commented that the reporting is highly customisable, catering to the individual needs of agencies.
According to the software form, the need to create a feedback tool was borne from the realisation that in real estate, customer satisfaction is often gauged on an ad hoc basis.
CustomerGauge’s platform tracks and delivers an overall NPS as well as customer comments to bring macro and micro levels of feedback together.
“The integration enables Little Real Estate to get feedback from clients at key moments in the property rental experience. The combination of an NPS and direct customer comments gives Little Real Estate a powerful predictor of client retention and enables them to proactively address concerns and deliver experiences that foster loyalty,” the firm said in a statement.
Rebecca Kerr, chief operating and finance officer at Little Real Estate, described the way the new tool had changed their firm’s method of working.
“To truly understand our clients and provide exceptional service, it’s essential to measure both the owner and tenant experience. Kolmeo’s integration with CustomerGauge allows us to obtain insights into our clients’ experiences throughout their entire journey with us, from lease signing to vacancy. This holistic view enables us to identify areas for improvement, troubleshoot hotspots within specific portfolios or areas, and make data-driven decisions to optimise our operations.”
Eloise Wall, chief customer officer at Kolmeo, added that this is just the latest step in the firm’s move to save property managers’ time.
“We understand the importance of a connected and efficient workflow for property managers. Our integration with CustomerGauge ensures that NPS reporting is automatically integrated into the daily work of property managers,” she said.
“It also allows agency leaders to access customer insights for individual portfolios, offices, regions or across the entire agency. We’re passionate about helping our customers to constantly evolve and improve, enabling them to boost client retention and drive business growth.”
For more information: https://kolmeo.com/
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