Most Inman readers are pretty familiar with RealSatisfied — it’s the software that collects the good things customers say about you. However, that’s only half-right. Actually, it’s only a little right.
- Brokers who don't leverage this powerful data solution for internal performance metrics are wasting money.
Have suggestions for products that you’d like to see reviewed by our real estate technology expert? Email Craig Rowe.
RealSatisfied is a customer survey and performance data solution for brokers and agents.
Platform(s): Browser-based, agnostic
Ideal for: Brokers and teams wanting to better measure agent performance and customer satisfaction
Top selling points
- Multiple opportunities to leverage response data
- Easy publishing of agent reviews to online profiles
- Ongoing internal measurement of survey performance
Things to consider
There is much more to the product than happy testimonials on your website. Brokers who don’t leverage this powerful data solution for internal performance metrics are wasting money.
Most Inman readers are pretty familiar with RealSatisfied — it’s the software that collects the good things customers say about you.
However, that’s only half-right. Actually, it’s only a little right.
At its heart, RealSatisfied is a broker product. That’s who it was originally designed for.
Customer-facing ratings and testimonials were a result of customers misinterpreting the product’s purpose. (That’s my take, anyway.)
Nevertheless, RealSatisfied does a great job at soliciting, analyzing and publishing customer survey data. The company boasts an 87 percent completion rate among those who begin a survey.
At its heart, RealSatisfied is a broker product.
To maintain that rather impressive metric, the folks behind the surveys are always studying what works and what doesn’t in terms of delivery, question design and survey content. You can’t just hook them, you need to get them in the boat.
The company is always pushing to ensure flexibility, as well. The software mates with tons of industry players to ensure simple distribution and easy management of surveys and responses.
RealSatisfied understands marketing, too. Testimonials for public viewing are dutifully screened and creatively published via editable cards. You can send them to your realtor.com profile in addition to Twitter or Facebook.
Some other powerful features include the automated survey invitations and a “Thank Them With Starbucks” applet that zips a $5 gift card to respondents.
Again, survey software and customer service data are dependent on ease of user access and robust malleability. The slightest hiccup in the process could mean the loss of valuable intellectual property; after all, that’s what data is to a business.
My initial concerns about the overall user interface of the RealSatisfied backend were somewhat assuaged when I was told, then shown, a new Agent Profile design. Current users will have reason to be pleased. It looks good.
My hope is that the company carries those visuals over into other aspects of the system. (I laughed a little inside, though. I know right away when I’m looking at software run by data junkies. It’s all about the ones and zeros.)
I also hope that current users are taking advantage of RealSatisfied’s reporting tools.
This feature lets brokers see how their agents are managing customer feedback, how the office is performing overall and from what marketing sources completed surveys are emanating.
A couple of nitpicks: If I don’t manage property, I wouldn’t want Tenant or Landlord Loyalty surveys mucking up my dashboard. That clunky watch timer is dated, too.
This is software run by data junkies.
But again, this is software run by data experts. Slick visuals and design trends are an afterthought. Or at least, not a priority.
It doesn’t matter, though, because the thing data minds do well is collect and process data. I can’t stress enough how advantageous good customer data is to a business — any business, not just real estate.
RealSatisfied is clearly aiming to be an industry partner, a goal I believe it’s shooting for with far more passion than its desire to offer real estate agents something else to share on Facebook.
Have a technology product you would like to discuss? Email Craig Rowe.