General customer satisfaction surveys
The general customer satisfaction surveys are recurring ones, every 6-months or every year.
There are 3 types of general CSAT surveys : Insights, Basic CSAT and Net Promoter Score (NPS).
Insights (Recommended)
The “Insights” surveys (recommended setting) are fun and engaging 3-questions surveys for your clients, yet very insightful for you.
They can be sent on a 6-monthly or annual basis.
Each question covers a specific metric:
- 1st question / metric: Property Manager Relationship
- 2nd question / metric: Physical Property (Tenants) OR Service Delivery (Landlords)
- 3rd question / metric: Property Management Organisation
So your customers get a fresh survey experience every time, there are a number of different questions linked to each specific metric.
Each survey is made of 3 randomly picked questions, each relevant to a metric. This way, your customers never get the same survey twice.
The first survey question is embedded in the email, making it extremely easy for your client to engage. Here are 2 examples of what the body of the email sent to your clients looks like:
All Umanest survey questions were analysed and validated for content and wording.
This means Umanest gives you the most accurate and actionable measure of customer engagement for your organisation.
Each question attracts a score 0-10, which allows us to categorise your customer feedback into one of 3 categories: Negative, Neutral and Positive.
Basic CSAT
The “Basic” CSAT surveys are an alternative to the insights ones, in terms of gauging general satisfaction. They are a one-question survey to track the overall satisfaction with your company and can be sent on a 6-monthly or annual basis.
The Basic CSAT surveys options are:
- Pre set by Umanest question is: "Overall, how satisfied are you with [company name & office]?"
- You can also decide to create your own general satisfaction 1-question survey via the custom surveys page.
This is what the body of the email looks like:
Net Promoter Score (NPS)
The NPS surveys are another alternative in terms of gauging general satisfaction. It is a fixed one-question survey focused on loyalty and likelihood to generate referrals for your company. They can be sent on a 6-monthly or annual basis.
The Net Promoter question is: "On a scale of 0 to 10, how likely are you to recommend [company name & office] to a friend or colleague?". The question wording can't be changed, because the NPS is a fixed framework. It uses a 0-10 rating scale for answers.
This is what the body of the email looks like:
