Tenant Maintenance Operations Survey | FASTBRAND Technologies - AI-powered Customer Communication and Support Solutions

PROPERTY MAINTENANCE OPERATIONS SURVEY

Your key to enhancing communications and creating a more personalised experience for your clients

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Please review and complete all applicable fields carefully to align with your business goals and objectives.

First Name

Name

What is your position at the company?

Company Name

Name the industry of your company /division

What is your Website URL?

Nature of your Business

Work Email

What is your Google Business Page URL?

Work Email

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Client Contact Information

How do you manage client contact information within the property management system?*

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How do you ensure compliance with data privacy and protection regulations, such as GDPR?*

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How do you currently obtain client consent for communication purposes, including opt-in options?*

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Common Complaints/Reasons for Bad Ratings

List at least five common complaints and reasons for receiving poor social media ratings in the context of maintenance and repairs?*

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Do you currently analyse client feedback to identify recurring problems and patterns? If so, could you describe your approach for doing so?*

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What measures are implemented to address common client complaints and improve satisfaction?*

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What process is in place for responding to negative client feedback or ratings related to maintenance and repairs?*

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How do you investigate and address the underlying causes of poor client experiences related to maintenance and repairs?*

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What steps are you currently taking to prevent negative client feedback from escalating to social media platforms?*

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Follow-up and Client Satisfaction

Please explain the Follow-up and client Satisfaction process from start to finish, including

After maintenance is completed, how do you currently follow up with the client to confirm that the repair has been finished?*

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What communication method is currently used to follow up with clients after a repair is completed?*

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What specific questions are asked to assess client satisfaction with the repair service?*

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How are client feedback and concerns addressed and documented?*

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What measures are you taking to resolve any outstanding issues or dissatisfaction raised by clients?*

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if you receive a negative rating from a client, do you initiate a follow-up? If so, how do you do this?*

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Service Provider Work Quality

What is your approach to managing unsatisfactory work from a service provider or installer, specifically in situations concerning tardiness or slow progress?*

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How do you communicate and manage substandard work quality with a client?*

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Performance Metrics

What are the current methods clients use to contact you before resorting to social media?*

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Which social media platforms do clients use to rate maintenance and repair services?*

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How many maintenance and repair tickets do you typically open per month?*

10 Tickets

How long is the typical time frame for following up with the client after a repair is completed?*

Within Minutes

Within Hours

Within 24 Hours

Within 2 Days

Within a Week

No Follow-up

What is the percentage of clients you reach after maintenance completion?*

On average, how many Google reviews do you receive from clients per month?*

0 Google Ratings

What is the average review score you typically achieve from clients?*

0 Stars

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Additional Considerations

Any further feedback or comments regarding the closure of maintenance and repair tickets, the follow-up process, and ensuring customer satisfaction?*

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PROPERTY MAINTENANCE OPERATIONS SURVEY

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Client Contact Information

Common Complaints/Reasons for Bad Ratings

Follow-up and Client Satisfaction

Service Provider Work Quality

Performance Metrics

Additional Considerations

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