Survey Journeys

The Survey Journeys page is accessible via the side menu and breaks down the types of satisfaction surveys available.

All details about the feedback already collected remain available should you apply changes to the journey settings.

Office Settings - option to allow anonymous feedback from tenants.

Customer type - switch to Tenants or Landlord. The default setting has both options selected.

Office name - A dropdown menu is available to select the office name.

Survey Status

• Active: The survey is currently being used.
• Inactive: The preset survey that is not in use.
• Draft: A custom-made survey that has not yet been activated.

Journey Milestones

Each card represents a milestone step for either Tenants or Landlords:

1. New Customer (Landlords)
2. Move-In Date (Tenants)
3. Joined Office Anniversary Date (Landlords)
4. Move-In Anniversary Date (Tenants)
5. New Lease Started (Landlords)
6. Move-Out Date (Tenants)
7. Lost Client (Landlords)

These surveys are designed to ask for feedback at critical moments of your customer's journey:

• Tenants - Moved in Question: "How would you rate your experience with [company name & office] so far?"
  • Trigger: 14 days after move in-date
• Tenants - Moved out Question: "How would you rate your end-of-lease experience with [company name & office]?"
  • Trigger: 14 days after moving out date
• Landlords - New customer Question: "How would you rate your onboarding experience with [company name & office]?"
  • Trigger: 14 days after lease start date for a new landlord's tenant
• Landlords - New lease started Question: "How would you rate the recent lease changes at [property_address]?"
  • Trigger: 14 days after the new tenant's move-in date
• Landlords - Lost customer Question: "How satisfied were you with the service at [company name & office]?"
  • Trigger: 14 days after the customer is lost

Insights

They are the "Best Practice" surveys, designed for Property Managers to ask the right questions at the right time.

General Customer Satisfaction

General satisfaction surveys are recurring on an annual or biannual basis.

• Using a bank of 30 expert-crafted questions developed around what tenants and landlords value most in your services.
• Results are broken down into 9 Key Metrics that tell you exactly where to focus.
• The questions are randomised, to create a fresh experience every time and maintain high engagement.
• Frequency: Biannually or Annually

Custom

Custom surveys can be created; if not yet activated, they will be in Draft status.

Create a new Custom Survey

Click the 'Create New' button to create your own survey based on a set of criteria:

1. Trigger - Configure basic details

• Office Name
• Survey Title
• Recipient type (Tenants or Landlord)
• Trigger
• Delay in Days
• Frequency
• Excluded Portfolio
  • This allows you to skip specific portfolios from receiving the survey. This is useful for portfolios that may only be handling commercial properties.

2. Content- Define communication content

• Rating type (Smiley or NPS)
• Question

3. Delivery - Set Delivery Rules

• Email Subject
• Set skip period

4. Review and Activate

• Check all the details and click on "Save and Finish"