Harcourts Inside

25 INSIDE Harcourts The Harcourts CX Programme has recently passed themilestone of a total of over 60,000 completed surveys fromacross the threemarkets inwhich the programme operates (NewZealand, Australia and South Africa). This of course represents a huge bank of feedback fromapproximately 25%of all our sales and purchasing clients over the last four years – the programme commenced in late 2017 – and is what informs the Net Promoter Score (NPS) figures published everymonth. NPS lets us track howwe’re performing in our quest to deliver the finest experience in real estate, and the associated feedback helps identify ways inwhichwe can improve our performance. For example, we know that the scores we receive frompurchasers are typically 20% lower than those fromsellers and, as the adage tells us today’s purchasers are tomorrow’s sellers, there is clearly a great opportunity to concentratemore effort on purchaser satisfaction. Create an instant prospecting list with your CX data! There is a potentially even larger opportunity that not every Harcourts officemay be taking advantage of. As time passes, more andmore clients who’ve told us they enjoyed a great experience with us are likely to be coming back into the property market. Of coursemany agents/offices will have flagged a positive survey response on their CRMdatabase, but don’t worry if you haven’t, as the data is always available to you. Business owners andmanagers can obtain a copy of all their survey responses, including NPS and client testimonials, for any date range they choose. Thismeans an instant prospecting opportunity for future sales and you can request this data simply by dropping an email to cx@harcourts.net. Live CX data at your fingertips via H|360 Rolling out over the next couple of months is the opportunity for all offices to view their CX data in real time in H|360. Thismeans free access to a personalised newly designed dashboard, allowing you to track the CX performance of your business as regularly as you like. This offers, amongst many other benefits, the ability to easily identify satisfied clients to say thank you and to ask for that all-important referral to a friend or colleague. Want to knowmore about the Harcourts CX Programme and how it can support your business growth? Simply drop a line to cx@harcourts.net for a copy of the newly-updated CX Programme Guide. 60,000 SURVEY RESPONSES AND COUNTING…. ALISTAIRWRIGHT, HARCOURTS CXMANAGER, DESCRIBES AN IMPORTANTMILESTONE – AND HIGHLIGHTS ONEWAY INWHICH THE CX PROGRAMME DATAMAY BE UNDERUTILISED BY OFFICES. IN CLIENTEXPERIENCE