Helping real estate professionals measure, understand, and act on client feedback
I designed a scalable NPS solution for enterprise clients, leveraging RateMyAgent’s review expertise to capture unbiased feedback at both the unconditional and post-settlement stages. This two-touchpoint approach improves insight quality and helps agents identify key moments in the customer journey. The product is lightweight, modular, and brandable, allowing seamless integration with any agency. In its second release, we combined the NPS survey with an optimized review form, enabling the collection of testimonials and loyalty metrics in one flow. A purpose-built dashboard surfaces key performance data, while a response table provides actionable client feedback. The system supports both automated and manual workflows, with a flexible design that scales across markets and supports white-labeling.
The product was instrumental in securing RateMyAgent’s first major corporate partnership, rolling out across two countries and unlocking a new market through access to previously unavailable client data. It outperformed the previous solutions key customers used with significantly improved response rates and conversion, helping redefine the industry benchmark for customer experience feedback. In addition to driving commercial success, it introduced a new media type for use in marketing, enabling agents to showcase their service quality more visibly and credibly. Harcourts publicly praised the platform as a “supercharged” customer experience tool—an endorsement that validated the design’s role in lifting both business outcomes and agent confidence.
