In 2018, Ziggu went door to door in newly finished apartment buildings and asked the homeowners a few questions about their property developer. Unfortunately, the results of this survey weren’t great. The NPS — the score people give when asked how likely they are to recommend their property developer to a friend — was a disappointing -42. Out of this problematic situation, Ziggu was born: a platform that allows construction companies to do better more easily. So what’s the situation now, four years after that first survey? Do property developers still score poorly, or has a platform like Ziggu proven its worth?
Let’s go back to 2018. What were homebuyers’ biggest frustrations back then? Our survey showed that minimal communication, a lack of information, and a general feeling of non-existent engagement from the property developer were the most annoying. Homebuyers had put down a lot of money to buy their new home and all of the sudden... radio silence. Irritating!
Now, remember: digital platforms to help with customer journeys for the construction sector weren’t really a thing yet in 2018. So property developers didn’t have the right tools to do better, even if they wanted to. But, four years later, a customer portal has become more and more the way to go. And it shows: our latest survey, taken with homebuyers who use Ziggu, proves that homebuyers are much happier. The NPS they give their property developers is now even +42 on average! Yes, you read that right: the Net Promoter Score went from -42 to +42. Talk about a beautiful coincidence!
A whopping 82,8% of our respondents find the customer portal an added value. The fact that it’s easy to use, a way to stay up-to-date about the building process, and that it collects all documents and pieces of information in one spot were crucial factors for the respondents. 84% of people gave a score between 8 and 10 out of 10 for the ease of use in communicating with their property developer, but also the different showrooms and suppliers.
It’s clear from the survey that a customer portal pays off. It helps homebuilders communicate better with homebuyers. It also allows them to share information more easily and engage more with clients. It’s efficient for everyone, too: homebuyers can approve plans and sign documents online, while the customer advisors have access to automate certain steps in order to focus more on the customer. All this clearly makes homebuyers happier and willing to share that with friends and family. We bet that’ll make you happy too, right?!
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