1.1. How do I sign up?

Signing up for a RealSatisfied account is easy and takes under 2 minutes!

Agents

• Visit https://secure.realsatisfied.com/pricing_and_signup.php
• Enter your details: name, office name, and email address.
• Check your email and click on the “Verify Email’ to verify your email and finish the sign up process.

If you have not received an email after a few minutes, please check your spam folder. If you still don't see an email from us, please contact support at support@realsatisfied.com 

Brokers

• Visit https://secure.realsatisfied.com/pricing_and_signup.php
• Enter your details: Brokerage name, etc.
• Create a username and password
• Add a coupon or referral code if you have one
• Add your Credit Card
• Create your account!

We'll send you a confirmation email with your account details. From there you can login and complete the setup.

1.2. Do I need to download software to use RealSatisfied?

No. RealSatisfied is a completely web based application. You need nothing more than a web browser and an internet connection to get started.

Note: Surveys received by your customers will work in all browsers

1.3. Which surveys will I have access to?

Your monthly subscription includes access to all RealSatisfied surveys. If you are a broker, you may limit your team members' access to surveys that are relevant to them, should you choose.

For example, your agent can only be eligible for either Buyer or Seller surveys. 

1.4. How many invitations can I send each month?

As many as you wish. Your monthly subscription includes unlimited invitations and responses to all of our surveys. No hidden costs, no additional fees, no surprises.

2.1. Agency Wizard

As the account owner, when you login to your new RealSatisfied account for the first time you will see the Agency Wizard.

The Agency Wizard assists you in setting up your agency profile in 3 easy steps.

1. Add the details of your office, Name, Address, Country, Phone, Fax, Website. These details are used in the email invitations we send for you, and on the thankyou page on surveys.
2. Add your Agency Logo. This is optional at this point, however we strongly recommend adding a logo to your account so that respondents can make a connection with your brand
3. All done. Now you can update your own profile (recommended), add other team members, or send your first invitation!

2.2. Managing your Office Details

As the Account Owner or a team member with 'Administer Account' access you may edit/update your office details. If you have access to multiple offices, you may need to select the office from the drop-down label first.

Click 'Admin' on the main menu to be presented with the 'Office Details' tab. Make your changes and then press 'Save Changes' when ready.

These changes are applied immediately and will be shown on invitation emails & survey thank you pages. Note that email invitations sent prior to the change being made will continue to show the details as they were when the invitation was sent.

2.3. Adding a Team Member

As the Account Owner you may add Team Members in your agency. Team members with 'Administer Account' access may edit/update team members details.

Simply click 'Admin' on the main menu to be presented with the 'Agency Details' tab. Select 'Team Members' to see all of your team members. Account Owners will see a 'Add New Team Member' button on the top right. 

To edit a Team Member just click on their profile. This will take you to the Team Member edit screen. Edit details as required and then press 'Save Details' or press 'Cancel' to exit back to the Team Members list without saving changes.

• All details in the top panel (First name, Surname, Mobile, Phone & Email) are required for all team members. A photo is optional, but strongly recommended. Where a photo is not used the 'gray avatar' will display in invitation emails and survey thank you pages. 
• Groups: This sets the surveys that the Team Members have access to. Simply check the boxes next to either Sales, Rental or both.
• Survey Language: by default, English will be set as the survey language. You can change this anytime. Note that email invitations sent prior to the change being made will continue to show the same language as they were when the invitation was sent.

In the Team Member Access Privileges, there are 4 groups of settings :

1. Access: This sets the privileges that this Team Member has (essentially setting what they can and can't do in the system).

• • Administer Account - Can do everything except owner specific tasks. Suitable for someone that administers the system on behalf of your agency.
  • Create Invitations - Can create new invitations for any of the surveys they have access to in Activity access, this also implies that they have 'View Invitation Status'. Whether they may send invitations for just themselves or on behalf of all other other Team Members will depend on their 'Data Access'.
  • Create Invitations (limited) - limits send access on the Agent Dashboard to surveys to those that are typically not API automated. Buyer and Seller surveys are not included with this access
  • View Invitation Status - Can view the status of invitations, but cannot create new invitations. Whether they may view invitation status for just themselves or for all other Team Members will depend on their 'Data Access'.
  • View Reports -No invitation access at all, this is a reporting only access. Whether they may view reports for just themselves or for all other Team Members will depend on their 'Data Access'.

2. Data Access: This sets the data that this Team Member can see.

• • Their own responses only - with this selected the Team Member only has access to view their own data in the system.
  • All people in this Agency - with this selected the Team Member has access to view data for all Team Members.

3. Administration only - team Members that administer RealSatisfied for your office and don't require invitations to be sent on their behalf or to be included in reports can be identified by checking this box.

4. Customer Escalation Contact - team members set as a Customer Escalation contact will receive messages relating to dissatisfied survey respondents that wish to be contacted by office management. While we recommend having more than one Team Member set, a minimum of one is required.

Welcome message: when a new Team Member is added, they are sent a welcome message with details on how to sign in to RealSatisfied. You may add a personal note to this message, and in the case of editing, resend a message with a personal note.

3.1. Sending Invitations one at a time

Your agency is set-up, Team Members added - now you are ready to send invitations out.

After signing in to RealSatisfied click 'Invitations' from the main menu. You will be presented with a tab for each survey you have access to. Click the tab for the survey you would like to send an invitation for.

If this is the first invitation for this survey, you will see an instruction on the screen, otherwise there will be a list of invitations previously sent and their status. The details below are in the context of a Seller survey

Click the 'Invite Seller' button. You are presented with a screen requiring 5 pieces of information;

• Agent - select the Team Member from the list. All team members in the system are shown unless you only have access to your own data (determined by your administrator/owner) in which case you will see just yourself in the list. This determines who the feedback is for and which team member profile is displayed in the invitation email and survey thank you page.
• Property description - this is typically the address of the property concerned - the format is free form so may enter this how you please. This will be displayed to the recipient of the invitation in the email and in the survey. An example is given on the screen below the property description text field.
• Seller's Name/s - The name of the Vendor - this will appear in the reporting output. You may enter one or more names if required. An example is given on the screen below the Vendor Name/s text field.
• Email Greeting - This is used to address the recipient in the email. e.g. to address the invitation 'Dear Bob,' you would enter Bob. You may enter one or more names if required, however it should be noted that the invitation is only sent to one email address. An example is given on the screen below the Email Greeting text field.
• Email Address - The email address to send the invitation to.

Having completed these details you can click preview to see what your invitation looks like (this will pop open a new window). If you need to make changes, close the preview window, make your changes and click preview again.

Once you are happy click 'Send'. This will send your invitation.

Repeat this process for each invitation you would like to send.

3.2. Reminders

RealSatisfied sends reminders for invitations automatically.

If the survey has not been completed within 7 days of the invitation, a reminder email is sent on the 7th day.

The status of an invitation and reminder can be seen by clicking on the 'Envelope' icon for the invitation on the invitations list screen