Many of the most common questions asked in our helpdesk can be answered in our online Agent Tutorial.
Frequently Asked Questions:
You may also wish to review our General FAQ.
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Please note we only offer support online.
Frequently Asked Questions
Below you can find the answers to commonly asked questions about RealSatisfied. If you are unable to find the answer to your question below, please get in touch with us via the helpdesk. Our team is happy to assist.
I'm connected to my association, how do my invitations get sent?
For customers connected to a RETS feed via your association the trigger for the survey invitations occurs within 48 hrs of the transaction being marked closed in the MLS.
When the trigger occurs, you will receive a message from us prompting you to complete information that was not available in the RETS feed. You can complete this directly from your computer, tablet or mobile device.
Once the information is submitted, the invitation is sent to your customer right away. Reminders for unanswered surveys are sent automatically after 7 days.
Can my association see my data?
No. None of your individual results are visible by your association. Some aggregated data may be made available to your association from time to time to assist with things like planning training programs. Any data that is publicly available (for example your public ratings) are available to anyone with access to your profile page - which is anyone with internet access.
What is the difference between an Agent Lite and an Agent Pro account?
The only difference between our Agent LITE and Agent PRO accounts is the Agent LITE account limits the number of customer testimonials that you can view/syndicate and publish to 3.
On receipt of your 4th testimonial in your Agent LITE account you will be prompted to upgrade to Agent PRO to be able to view/publish/syndicate this any any subsequent testimonials received.
I already have an Agent Lite/Pro account, can I connect to my association?
Yes, simply follow the steps in your invitation email from RealSatisfied for your association. We will either automatically detect your account based on your email address and prompt you to connect or you will have the option to connect your account via a link from the association sign-up using your existing RealSatisfied email and password.
I have a Broker PRO account, can I connect to my association?
Currently we do not support connecting Broker PRO accounts to associations. Broker PRO accounts may have existing integrations that provide a delivery triggering mechanism and this would conflict with the association trigger via RETS.
How do I sent an invitation to my past clients?
You can send invitations to your past clients directly from your Agent Profile Page. At the top of the Invitations panel click 'Send an Invitation' and complete the details.
We recommend that invitations are sent to you customers within 48hrs of the close of the transaction. For customers connected to a RETS feed via your association the trigger for the survey invitations occurs within 48 hrs of the transaction being marked closed in the MLS.
For older transactions we do know that the response rate for surveys drops significantly as time since the closing passes. While we always recommend that you make your customers aware that a survey is going to be arriving regarding the transaction, this is particularly important transactions where more than 30 days has passed since the closing. Generally we would suggest only sending surveys for recently closed transaction.
If we have sent an invitation for the selected survey to the email address you supply in the past 90 days we will provide a warning to you about a possible duplicate invitation.
I received a survey response and I want to delete it, what can I do?
RealSatisfied is an ‘all in’ or ‘all out’ service. We do not allow for responses to be removed from the system.
However, you can remove your ratings from displaying publicly if you desire. This would allow you to continue getting the benefits of customer feedback and give you time to work on improving your overall customer satisfaction rating. You can do this in your profile settings. See: I don't want to show my ratings, what can I do?
Where do my ratings appear?
The decision to show your rating on your profile page and in your feeds is completely up to you.
To change this setting;
- login to your Agent Profile Page
- click the button ‘Profile Page Settings’ next to you photo
- at the top of the settings panel you may either check or uncheck the ‘Show your Ratings’ options to toggle this setting
- click ‘OK’ to save.
How do I send my recommendations to realtor.com®?
For customers in the United States you can connect your RealSatisfied account with realtor.com® HyperSocial™ Tools enabling syndication of your RealSatisfied testimonials to your realtor.com® Profile.
Where else can I have my testimonials appear?
Your public testimonials are visible on your Agent Profile Page. They are also available in your RSS feed. This feed is used in our WordPress plugin and our Tools and Widgets. Your feed may also be be used anywhere else you choose to integrate it.
How do I sign in to my account?
To sign in to your account, either visit your Agent Profile Page (provided in your welcome email) and click the sign in link in the top right hand corner, or visit the RealSatisfied homepage and click the ‘Log In’ link in the top right corner.
I have forgotten my password, how can I access my account?
From the login page, click 'forgot password?', enter your email address and press 'Send Instructions'. You will be emailed a link to reset your password, the link is only valid for a specific period of time and will expire a few hours after it is delivered.
How do I change my email address?
Login to your Agent Profile Page, click Profile Details next to your photo and update your email address. The change is immediate. The new email address becomes the email address you use to login.
How do I upgrade my account?
For Agent LITE customers, login to your Agent Profile Page - on the left hand side of the screen under your office details, you will see an upgrade panel. Click the upgrade button and follow the steps on the upgrade page. Once you have completed the process successfully your account is immediately upgraded to Agent PRO.
Are my customers details kept secure and confidential?
Yes. Your customer details are NEVER shared with anyone outside of your account.
For Broker PRO accounts this data is visible to your Account Owner and may be visible by other Team Members in your company with full data access. For further information, please contact your Account Owner.
Is my data secure?
Short answer, Yes.
For a more geeky response, keep reading...
All data is written to multiple disks instantly, backed up daily, and stored in multiple locations. Our computer servers are protected by 24-hour security and surveillance in our best practice, industry leading Data centre. RealSatisfied software and infrastructure is updated regularly with the latest security patches. Our private network is protected by an enterprise-class firewall and 24 x 7 Monitoring of hardware and suspicious events using the latest Intrusion Detection Tools to keep your data safe.
Can I change the survey questions?
No. One of the key benefits of RealSatisfied is that the surveys come ready to go out of the box.
We have worked closely with industry groups, agents and professional researchers to develop the surveys we have available.
By working with a standard set of surveys, we are able to provide a consistent platform for feedback and ratings with everyone benefiting from working with the same dataset.
To achieve all of this means everyone using the system is using a standard set of professional surveys, developed for your industry in your country.
Are my Credit Card details safe?
We protect your billing & credit card information.
All credit card transactions are processed using secure encryption - the same level of encryption used by leading banks. Card information is transmitted, stored, and processed securely on a PCI-Compliant networks provided by Braintree. Read more about Braintree Security