CASE STUDY : RAY WHITE CANBERRA
Georgie Parry , Head of People and Culture at Ray White Canberra , gave us some practical tips to establish a customer-focused business .
BEFORE SURVEYS ARE SENT :
Make sure contacts for seller and buyer are correct in VaultRE . We ' ve been caught several times where a survey was sent from another agent or the associate , resulting in a poor score as the client is unfamiliar with the agent .
ONCE THE EXCHANGE AND SETTLEMENT HAVE BEEN PROCESSED IN VAULTRE :
A confirmation email is sent from our Trust Account Manager with a prompt to keep an eye out for the NPS survey and the email address it comes from .
All our agents have downloaded and been trained to use the RAY WHITE LISTEN APP ; this has provided the team with insight and management of the surveys that are scheduled , pending and completed .
Each Monday , I send out a list to all agents with the surveys that haven ’ t been completed for the past week ; most agents or their team then call through their list to follow up with the client . The agents can re-send the survey from the Ray White Listen App . I also highlight what the past week ' s response rate was .
When it comes to “ most at-risk customers ” or MARCs , they ’ re directed straight to the line manager to resolve . Line managers then report back to the leadership team with an update and flag any learnings / improvements from the feedback received .
Each month , NPS is reported to the entire team at our “ All Hands Meetings ”; we share the NPS , response rate , and number of MARCs received . We ’ ve also had a leaderboard for response rate and shared what the agents with the highest percentage are doing to achieve this .
As a leadership team , we meet monthly , and NPS is a part of our meeting schedule and reporting . We track month-to-month and year-on-year performance .
I think that , as a business , it ’ s about awareness with the team and keeping consistent with our communication .
GEORGIE PARRY , Head of People and Culture Ray White Canberra
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