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A tremendous Triple Win LIVE on Wednesday with ProfitCoach’s Daniel Craig and over 200 property managers who registered. Lots of key takeaways from Craig’s insights into KPIs and metrics. One that stood out is how many property managers use reviews as a primary metric to judge their performance. Craig had this to say: “Reviews are much more a function of your reputation management than they are the actual value and service that you're delivering. What we want to do is say is ‘what's underneath the review?’ NPS is great. Surveys are great. But operationally, what has to be true in order for NPS to come out well, surveys to come out well, and ultimately reviews to come out well?” Agree or disagree? Customer satisfaction is generally downstream of operational efficiency, thus measuring the latter has more value than the former. #propertymanagement

Great point! What has to be true “operationally” for that review to be positive? It would be proactive communication, quicker time to respond, speed to resolve, etc. all driving that ✨ customer experience

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