Updated: 26 July 2022
What are Ratings & Reviews?
It is a new feature on PropertyGuru.com.sg where customers who have previously contacted you via the platform are able to review their experience with you.
Why is PropertyGuru introducing Ratings & Reviews?
At PropertyGuru, we strive to be the number 1 Proptech Group in Southeast Asia and build a “Trust Platform” for the property ecosystem connecting agents, property seekers, developers, valuers and banks by driving greater transparency and efficiency, which will empower them to make confident property decisions. Ratings & Reviews is one of the key drivers towards helping us build a “Trust Platform”.
As an agent, how does this benefit me?
Agents can benefit from the following:
Bring more traffic to your listings as we improve the quality of customer experience on the platform by enhancing trust and customer loyalty
A personal branding tool to distinguish yourself from competition by enabling you to request for customer reviews
Trusted and credible agents with positive reviews would be rewarded by being more efficiently matched to serious and quality leads
Improve the quality of leads to the marketplace through verified customer reviews and robust moderation mechanisms. For e.g. only verified customers who have previously contacted agents via the platform can login and submit a review. All reviews will also undergo strict moderation checks before they are published.
Is Ratings & Reviews available on AgentNet web and/or app?
How do customers provide reviews?
Customers who have previously contacted agents via the platform can login and submit reviews from your Agent profile and Listing pages below.
What does a customer review consist of?
Please see below for a customer review form.
How would an approved review be displayed on my public Agent profile?
Please see below for an example of published reviews on your public Agent Profile.
To view detailed reviews given to you, property seekers may click on ‘Read All Reviews’ and they will be directed to the ‘Customer Reviews’ section.
How do I opt in to Ratings & Reviews?
All active PropertyGuru agent partners are automatically enrolled into Ratings & Reviews. No manual opt in is required. Please refer to PropertyGuru’s Terms of Purchase here.
How do I opt out of Ratings & Reviews?
You’re encouraged to take advantage of this feature to boost your professional brand, so you can attract more visibility and quality leads to your listings.
However, should you still decide to opt out, you can call our Customer Care at +65 6238 5971 or email to email@example.com.
Am I entitled to the full suite of Ratings & Reviews?
Ratings & Reviews is available to all active PropertyGuru agent partners and all approved customer reviews will be published on your public Agent profile.
As this is a Beta launch which will be progressively released to more agents in the coming weeks, more improvements will be made along the way, so we can better serve your needs.
Are Corporate package subscribers entitled to the full suite of Ratings & Reviews?
Ratings & Reviews is not available to Corporate package subscribers.
Accessing Ratings & Reviews on AgentNet
How can I access Ratings & Reviews on AgentNet?
1. To access Ratings & Reviews, login to AgentNet web and click on your profile picture on the top right corner. Then select ‘Ratings & Reviews’.
2. You will be directed to your one-stop dashboard.
Requesting for Reviews
Can I request for reviews?
We strongly recommend that you request for customer feedback, because this can help you enhance your professional branding and attract more visibility and quality leads to your listings.
You can request for customer reviews via the 2 following methods:
Go to your Ratings & Reviews dashboard and click on the tab - ‘Customers you’ve interacted with’.
Select the customer you’d like to request review from, and click on ‘Request for review’. Your customer will be notified once the request is submitted, and you will be able to check the status of your request under this tab.
Go to your Ratings & Reviews dashboard.
Refer to the section on 'Share this link with your customers to request for reviews'. Click on 'Copy Link'.
You can share the link with your customers by pasting it on WhatsApp/SMS/Email. They will be able to submit a review by clicking into the link provided.
How will I be notified when I received a review?
You may check for your reviews on your Ratings & Reviews dashboard.
Are all reviews approved/moderated prior to being published on my profile?
Yes, they will be subject to PropertyGuru’s moderation guidelines.
Please refer to the guidelines outlined below:
How long is the moderation process before reviews are published on my profile?
The process will typically take 3-5 working days.
Submitting an Appeal
How do I appeal against an unfair review that I’ve received?
1. Go to your Ratings & Reviews dashboard. Under the tab - ‘All reviews’, select the review that you wish to dispute against and click on ‘Appeal this review’.
2. A message box will pop-up. State your reason for disputing against the review and submit. Once an appeal is submitted, the review will be temporarily removed from your public Agent profile during the appeal period.
How will I be notified on the status of my appeal?
You can check the status of your appeal via your Ratings & Reviews dashboard, under the tab - ‘Appealed reviews’.
If your appeal is successful, it will indicate that the appeal is approved, and the review will be permanently removed from your public Agent profile.
If your appeal is unsuccessful, it will indicate that the appeal is rejected, and the review will be re-published on your public Agent profile.
Why is my appeal rejected?
An appeal may be rejected due to several reasons, based on PropertyGuru’s moderation guidelines.
Please refer to the guidelines outlined below:
I’m unhappy with the outcome of my appeal. Can I submit another appeal?
Unfortunately, only one-time appeal is allowed for each review. Once the appeal outcome is determined, we’re unable to entertain further appeals.
Rejected Customer Reviews
Why is my customer review rejected?
All customer reviews will be subject to moderation/approval prior to being published on your public Agent profile.
Hence there might be instances where a customer review would be rejected, based on PropertyGuru’s moderation guidelines and therefore not be published on your public Agent profile.
Why is my customer review removed from my public Agent profile?
If a customer review has been found to be in breach of PropertyGuru’s moderation guidelines, it will be removed from your public Agent profile.
How will I be notified when my customer’s review is rejected or removed from my public Agent profile?
You can check its status via your Ratings & Reviews dashboard, under the tab - ‘All reviews’.
For general enquiries, please reach out to our Customer Service at the following:
Phone: +65 6238 5971 (Mon - Fri 9am - 6pm, closed on PH)
For technical assistance, please message us via WhatsApp at +65 9298 1629
(Mon - Fri 9am - 9pm, closed on PH) and we will get back to you within 1 working day.