Property management software provider Kolmeo has integrated with customer experience platform CustomerGauge, to unlock Net Promoter Score (NPS) reporting capabilities for its customers.
In today’s highly competitive real estate landscape, Kolmeo understands measuring customer satisfaction and loyalty is crucial for long-term success.
Rather than relying on ad hoc feedback to gauge client experience, CustomerGauge’s NPS reporting combines with Kolmeo’s software to offer a new dimension of customer insights to real estate agencies.
The integration enables agencies to get feedback from clients at key moments in the property rental experience and the combination of an NPS score and direct customer comments offers a powerful predictor of client retention and enables agencies to proactively address concerns and deliver experiences that foster loyalty.
Kolmeo client, Little Real Estate (LRE) is among the first agencies to benefit from the collaboration.
LRE Chief Operating and Finance Officer Rebecca Kerr said it was important to measure customer experiences across key touchpoints.
“To truly understand our clients and provide exceptional service, it’s essential to measure both the owner and tenant experience,” she says.
“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.”
Unlike traditional customer satisfaction metrics such as Customer Satisfaction (CSAT) scores, NPS goes beyond measuring short-term customer satisfaction.
NPS is a robust indicator of client advocacy and brand performance, offering real estate leaders real understanding of how their agency is perceived in the market.
By implementing NPS measurement and benchmarking strategies, real estate professionals can gain a competitive edge.
Kolmeo Chief Customer Officer Eloise Wall said with NPS surveying now available within Kolmeo’s software, real estate leaders can optimise their service delivery, nurture client relationships, and position their agency as a modern customer-centric business.
“We understand the importance of a connected and efficient workflow for property managers,” she said.
“Our integration with CustomerGauge ensures that NPS reporting is automatically integrated into the daily work of property managers.
“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.”
