Award-winning Kolmeo has expanded its insights offering for customers, starting with Net Promoter Score reporting, with Little Real Estate the first to benefit from the integration.
Advancing customer insights for property management
Kolmeo, winner of Proptech Awards 2023 most innovative scaleup in property and facilities management, is thrilled to announce the launch of its latest integration with CustomerGauge, a market-leading customer experience platform. This integration unlocks Net Promoter Score (NPS) easy measurement and reporting capabilities for Kolmeo's customers, with Little Real Estate (LRE) being the first to benefit from this exciting collaboration.
In today's highly competitive real estate landscape, measuring customer satisfaction and loyalty is crucial for long-term success. While many real estate professionals rely on ad hoc feedback to gauge client experiences, the integration of CustomerGauge's NPS reporting within Kolmeo's software offers a new dimension of customer insights.
The integration enables LRE to automatically ask for feedback from clients at key moments in the property rental experience. The combination of an NPS score and direct customer comments gives LRE a powerful predictor of client retention and enables them to proactively address concerns and deliver experiences that foster loyalty.
The benefits of NPS
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 elevate their service delivery, refine their brand positioning, and gain a competitive edge.
Rebecca Kerr, Chief Operating and Finance Officer at Little Real Estate, a leading agency along the eastern seaboard of Australia with over 16,000 properties, emphasises the importance of measuring 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."