FOUR SHORT QUESTIONS… ONE BIG IMPACT! That’s the newHarcourts CX Programme, powered by RateMyAgent The newHarcourts CX Programme, powered by RateMyAgent, will be available to all offices soon. In developing the newprogramme, we have listened closely to the needs of business owners, managers and agents, both in terms of survey timing and the questions we ask. The newHarcourts CX Programme is based around only four questions, two asked at unconditional and two at settlement: Question 1, Unconditional Survey: Rate (agent’s name) skills and knowledge (clients award 0 to 5 stars, where 5 is excellent) Question 2, Unconditional Survey: Tell people about your experience. Describe (agent’s name) market knowledge, communication and professionalism (clients provide a testimonial which can be used for marketing) Question 3, Settlement Survey: How likely are you to recommend Harcourts (office name) to a friend or colleague? (clients award score on a 0 to 10 scale, where 10 is extremely likely) Question 4, Settlement Survey: Tell us a littlemore why you gave this score? (clients provide key details of any issues they’ve encountered) Armedwith the responses to these four short questions we’re able to: • Gather a high volume of verified testimonials, nothing better to drive new appraisal requests. • Deliver star ratings that can immediately appear at Google Reviews (thanks to RateMyAgent’s Google integration), driving both visibility and search optimisation. • A Net Promoter Score for office and agents – the currency of client satisfaction that allows us tomeasure howwe’re delivering the finest experience in real estate. • Key insights that can help us identify every little opportunity to constantly improve our service delivery. And that’s it – four short questions delivered across two surveys. Very simple, but very powerful. Alistair Wright Harcourts Client ExperienceManager alistair.wright@harcourts.net IN CLIENTEXPERIENCE 14 INSIDE Harcourts
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