Vida LeadManaging Smart Surveys

Overview

Smart Surveys is a new feature that allows property managers to automate and manage surveys for prospects and agents. Gather essential feedback before and after property tours to make informed decisions and elevate your services.

Key Features

• Automated Surveys: Effortlessly send automated surveys to prospects and agents, capturing valuable feedback before and after property tours.
• Status Tracking: Keep a pulse on each survey’s status, with easy access and management of survey data within the system.
• Role-Based Access: Maintain data security by allowing only authorized users to view and manage survey information.

Getting Started with Smart Surveys

1. To activate Smart Surveys, please contact your Account Manager.
2. Once enabled, ensure the “SMS Phone Number” field is entered and the “Allow SMS Notifications” checkbox is checked for all relevant Agents to start receiving surveys.

Survey Flows

Pre-Tour Survey Flow

1. Survey Initiation:
   • When a prospect schedules an appointment, a pre-tour check-in is automatically sent to the prospect’s and agent’s phone number 15 minutes before the scheduled appointment.
2. Survey Questions:
   • Both the prospect and agent receive questions to confirm their arrival and readiness for the tour.
3. Notification:
   • Arrival status notifications are sent to both the prospect and the agent.
4. Survey Status Tracking:
   • Monitor the pre-tour check-in status in LM, such as Completed and No Response.

Post-Tour Survey Flow

1. Survey Initiation:
   • A post-tour survey is automatically sent to both the prospect and agent 75 minutes after the appointment time.
2. Prospect Survey Questions:
   • Prospects provide feedback on their experience, including:
     • Rating the team’s knowledge and friendliness
     • Their impression of the building and suites
     • Suggestions for improvement
   • Interest in leasing a suite
3.  
4. Agent Survey Questions:
   • Agents provide feedback on the tour, including:
     • Confirmation of the prospect’s attendance
       • If agent responds that the prospect was a no-show, the system automatically updates the Appointment result to “No Show”
     • The prospect’s impression of the building and suites
     • The prospect’s interest in leasing a suite
5.  
6. Response Collection:
   • Collected responses are displayed in LM for easy access.
7. Survey Status Tracking:
   • Track the status of the post-tour survey in LM, including statuses like Completed and No Response.

Managing Survey Data

Viewing Survey Results (Property-Level)

1. A “Surveys” tab has been added to the left-side menu. You can click on this tab to access property-level survey results. You can drill down to view surveys associated with specific buildings, contacts, appointments, or all surveys.
2. To ensure ease of use, the following filtering and sorting options are available across different views:
   • Buildings View: Filter by Province/State, City, or Property Location.
   • Contacts View: Filter by Agent, Contact Stage, Event, or Survey Result.
   • Appointments View: Filter by Agent, Location, Contact Stage, Event, or Survey Result.
   • Surveys View: Filter by Survey Type, Survey Status, Agent, Location, Contact Stage, Event, or Result.
3. You can can also export the survey data by clicking on Export.

Viewing Survey Results (Guestcard)

1. Navigate to the “Surveys” tab within the guestcard view.
2. The Surveys table contains the following information:
   • Date/Time: Displays the date and time of the survey.
   • Survey Type: Displays the type of survey (e.g., Pre-tour, Post-tour).
   • Survey Status: Displays the status of the survey (e.g., Completed, No Response, Failed).
   • Contact Information: Displays the prospect’s name, phone number, and email.
   • Contact Stage: Displays the stage of the prospect in the lead management process.
   • Location: Displays the building associated with the survey.
   • Event: Displays the specific event associated with the survey.
   • Result: Displays the result of the event (e.g., Showing completed, Applied, No Show).
   • Agent: Displays the name of the agent associated with the survey.
   • Process: Displays a clipboard icon to view detailed survey responses.

     

      
      
3. The Survey Results viewer contains the following information:

4. 1. 1. Contact Name: Displays the contact’s name.

      2. Scores: Lead Score, Tour Score, Building Score (Coming Soon!)

      3. Tabs: Tabs for different survey types - Pre-agent, Pre-prospect, Post-agent, Post-prospect.

      4. Chat-like Format: Displays survey responses in a chat-like format, showing both questions and responses.

FAQs

Q: How do I know if a survey has been completed?

A: Track the status of each survey in the system, which will indicate if the survey has been completed or if there was no response.

Q: Can I customize the survey questions?

A: Currently, survey questions are standardized to ensure consistent feedback. Customization options may be available in future updates.

Q: What happens if a survey fails to send?

A: If a survey fails to send, it will be marked as “Failed” in the system due to issues such as invalid phone numbers.

Q: What happens if the prospect or agent does not respond?

A: If there is no response within 1 hour, the survey will time out, and the status will be updated to “No Response” in the system.

For further assistance or inquiries about Smart Surveys, please contact your Account Manager.