Property Finder asks home seekers to provide feedback after their first interaction with agents.

Homeseekers give feedback on property and agent availability, rate agents between 1-5 stars, and provide written feedback.

Property Finder ensures that only qualified leads are sent the feedback survey with safeguard mechanisms in place to eliminate forged ratings.

You are rated on your first interaction with home seekers.

Your quality of service and professionalism, and the information you provide are some of the key factors for home seeker feedback.

We take into account multiple ratings provided by different home seekers over a period of time to give an agent an average rating.

Your average star rating is surfaced in PF Expert’s SuperAgent Dashboard and Agent Profile on the Property Finder website.

You can improve your ratings by providing home seekers with credible and substantial information to address their query, follow up in moderation to check if their needs are being met, and request a higher rating should they receive a feedback prompt after your first interaction with them.

Here are some tips for delivering a great home seeker experience;

You are responsive The first and foremost necessity to improving a home seeker’s experience is the availability of an agent to address their queries.

Being attentive to your leads, and ensuring your availability not just improves their trust in your services, but also keeps them engaged and potentially away from other competing agents that may desire their attention.

You are kind and demonstrate professionalism Ensure home seekers feel heard and understood, it is important for agents to be considerate when dealing with or responding to their questions, be patient and practise professionalism throughout their home-seeking journey.

You are knowledgeable It is critical that a homeseeker trusts your judgement and information to make the right purchase decision. So ensure you are able to provide accurate and authentic information on the listing, community, and anything else related to living in the property you are advertising.

If you do not have the right information at hand, it is always better to be honest and request time to revert at the earliest.

Agents can view the feedback they have received in the PF Expert SuperAgent Dashboard.

Each feedback appears with the listing initials and reference number, along with the star rating and written review if provided by the homeseeker.

Login into your PF Expert SuperAgent Dashboard, go to the CUSTOMER FEEDBACK tab to view your average rating, breakdown of ratings by stars, and individual feedback you have received over time from your home seekers.

At this point, this is not an option. We are gradually moving towards building a more transparent and trustworthy experience for home seekers on our portal and will continue to use ratings and transactions as a core part of this vision.

We do not allow sequential feedback.

If a homeseeker has given feedback to an agent once, any subsequent feedback is not considered for the next few days which prevents recurring feedback from the same homeseeker to the same agent.

To guarantee that ratings on Property Finder are authentic and legitimate, we have several rigorous measures at play:

1. Verification Process: Every review submitted goes through a strict verification process.
We require that feedback be tied to verified leads, ensuring that only home seekers who have contacted an agent can leave feedback.
This minimises the risk of fraudulent feedback.

2. Continuous Monitoring and Dismissal: We have plenty of safeguarding mechanisms in place to evaluate the authenticity and genuineness of feedback.
We continuously detect and remove any feedback that seems fraudulent, spammy, or malicious.
Apart from a technical approach to monitoring feedback, our team continuously performs spot checks with agents and home seekers.
This continuous oversight helps maintain the integrity of our rating system.

3. Feedback Authentication: We use advanced algorithms and tools to identify patterns and suggest fraudulent activity. If feedback is detected to be malicious, we disregard it and do not use it to calculate an average rating for an agent.
These mechanisms include detecting continuous feedback given or received, pattern detection, blacklisting offenders, and profiling users with malicious intent.

4. Automated Rules: We make sure the same home seeker is not offered the feedback survey over and over again.
This ensures that anyone with malicious intent cannot manipulate an agent’s rating.
We also make sure a home seeker's feedback to the same agent is only considered once for the next few days.
This delay removes any possibility of continuous feedback towards the same agent.

5. Continuous Improvement: We regularly review and update our verification processes and guidelines to adapt to new challenges and ensure the highest level of authenticity in our ratings. Through these comprehensive measures, Property Finder is committed to providing a trusted platform for agents and home seekers.

With our monitoring and dismissal processes, we can make sure if a feedback is provided by an agent to another agent, it is detected and removed from our system.
Our automated rules allow us to prevent an agent from giving back-to-back feedback.
In the event of profiling this type of behaviour as malicious, Property Finder may blacklist this user from providing any feedback.

We make sure any feedback given is not processed immediately but rather goes through our authentication process first.
If required, our team can perform a spot check to verify the source of feedback before considering it. There is enough intentional delay in processing incoming feedback to ensure only genuine feedback is considered and used.

Your ratings are currently an essential part of your Agent profile, giving home seekers a key insight into your professionalism on your first interaction with them.
Your ratings have not surfaced anywhere else in Property Finder, and we do not use ratings in SuperAgent status at the moment.

Ratings are essential to set a home seeker's expectations with an agent when exploring listings on Property Finder.
Rating promotes good behaviour from agents and enables transparency in interactions while ensuring higher satisfaction for home seekers on our portal.
A good overall rating creates a good impression on home seekers, leading to more leads and business for you.

We do not use your ratings to affect your ranking or leads at the moment. However, ratings are crucial for setting the perception of your service to home seekers, and a low total rating on your Agent Profile may deter or discourage leads from contacting you.

Ratings with a score of 1 or 2 received in the last 180 days

Maximum of 3 disputes in 30 days

Both agents and admins on behalf of agents

Once a dispute is closed (valid dispute), it is removed from PF Expert, Agent Profile, average rating and PLP. You will be informed once a dispute is closed via email.

A rejected dispute appears as ‘Rejected’ in PF Expert and the agent is notified through email in response to the respective support ticket.

A dispute is admissible if it is,

• Offensive
• Spam Or
• Irrelevant

Evidence can support the claim for a dispute to fall under either of the above categories.

Unavailable Property feedback cannot be disputed however it is flagged in the Listing Action Tracker for your admin to take action by providing proof of availability. Any Property Unavailable feedback without a rating does not impact your SuperAgent status or your ranking in any way.

From the time the feedback is provided to when it appears in PF Expert and becomes part of your average rating, it can take between 24-48 hours.