Retention
NPS and feedback follow-up for property management
Post-maintenance feedback creates a manager task for detractors and a review request for promoters. Frontdesk runs the workflow across voice, SMS, email, chat, and your property management system.
Journey trigger
Post-maintenance feedback creates a manager task for detractors and a review request for promoters. Frontdesk starts the workflow from the related service, sentiment, renewal, or engagement signal.
Coverage, including nights and weekends
Typical time to first response
Channels coordinated per journey
Conversations logged to the record
How the journey runs
Post-maintenance feedback creates a manager task for detractors and a review request for promoters.
- 1
Classify score and topic for the resident or owner relationship
- 2
Thank or acknowledge the customer for the resident or owner relationship
- 3
Create the right follow-up action for the resident or owner relationship
- 4
Track whether the loop closes for the resident or owner relationship
Issues become tickets before the call ends
When a customer reports a problem, the journey opens a ticket, sets priority, and routes it to the right owner automatically.
Use the right channel for each step
Keep the system of record current
Outcomes this journey is built to improve
More resolved detractor issues across resident and owner relationships
More promoter advocacy across resident and owner relationships
Better feedback accountability across resident and owner relationships
The ticketing system behind retention
Every issue is tracked from first report to resolution, so nothing slips and follow-ups fire on time.
Explore Smart Tickets →
Workflows that plug into this journey
Each journey is assembled from smaller workflows you can launch on their own.
Recurring service reminders
Six months after the last visit, the AI calls to book the next one. Recall becomes a field on the contact and a sequence that never forgets.
See the workflow →Negative feedback intercept
The unhappy customer talks to you before they talk to Google. Bad survey replies trigger an immediate manager alert and a same-day recovery call.
See the workflow →Resolution follow-up
Closing a ticket asks the question most teams skip: did we actually fix it? Happy answers get a review invite, unhappy ones reopen the ticket.
See the workflow →Common questions
What is nps and feedback follow-up for property management?
NPS and feedback follow-up for property management uses property, prospect, resident, and owner events to turn feedback into a closed-loop customer workflow. Frontdesk executes the journey across channels and records each outcome in the property management system.
When should property management teams start this journey?
Post-maintenance feedback creates a manager task for detractors and a review request for promoters. Frontdesk starts the workflow from the related service, sentiment, renewal, or engagement signal.
Which channels can Frontdesk use?
Frontdesk can coordinate Inbound voice, Outbound voice, SMS, Email, Web chat, Resident portal. Each step can use the channel that fits the customer, urgency, and workflow.
Which property management systems can this update?
Frontdesk can work with Yardi, RealPage, Entrata, AppFolio, Buildium, ResMan, plus API and webhook connections for custom systems.
Can a person take over?
Yes. Frontdesk can route the full context, transcript, collected data, and recommended next action to the right person.
How long does setup take?
Most teams launch a retention journey in under a week. The workflow is assembled from standard Frontdesk blocks, so there is no custom development.
How is each step tracked?
Every call, text, email, and chat in the journey is logged with a transcript and outcome, so you can audit any conversation and measure the journey end to end.
See this flow for all industries
The alternate version uses the same journey goal with audience-specific triggers, examples, systems, and outcomes.
Open the alternate page →Related retention journeys
Continue through adjacent workflows in the same customer stage.
Customer retention
A resident with unresolved maintenance frustration receives manager outreach before deciding to move.
Churn risk intervention
A resident with repeated work orders and negative sentiment receives a retention call and resolution plan.
Renewal journey automation
A resident enters a 90, 60, 30, and 15-day renewal cadence with policy-aware offer handling.