How Homeday Turned 100,000+ Customer Voices into a Better Real Estate Experience

Introduction

Homeday is a digital real-estate agency, connecting property sellers with local partner brokers to deliver a seamless, transparent selling experience. Founded in 2015 and headquartered in Berlin, the company works with partner brokers at more than 130 locations across Germany. Since 2023, Homeday is part of the Aviv Group.

With two core audiences – sellers and buyers – Homeday faces a unique challenge: maintaining consistently high satisfaction across very different customer journeys, each with their own expectations and touchpoints.

The Challenge: Multiple Audiences, One CX Standard

Before implementing zenloop, Homeday needed a scalable way to systematically collect, analyze, and act on customer feedback across its two core audiences. The key challenges included:

• Multiple stakeholder groups: Sellers and buyers each experience Homeday differently and have distinct satisfaction drivers. A one-size-fits-all feedback approach wouldn’t work.
• High transaction volume: With 1,500 to 1,700 sales transactions a year, Homeday generates a steady, high volume of customer interactions. Without automation, reviewing and acting on each piece of feedback would be impossible.
• Closing the feedback loop at scale: Homeday wanted to not just measure satisfaction, but actively react to it – routing dissatisfied customers to the right team in real time and giving realtors direct, personalized feedback.
• Support quality monitoring: The customer service team needed its own dedicated CSAT tracking to identify improvement areas and measure the impact of process changes.

Key Features and How Homeday Uses Them

Homeday has built a comprehensive feedback infrastructure using zenloop’s core features:

• Multi-channel survey distribution: Surveys are triggered via email at key touchpoints throughout the seller, buyer, and realtor journeys. Realtors give their feedback through a pop-up embedded in the CRM they work in.
• Automated direct action: Through a zendesk integration, detractor feedback is automatically forwarded as tickets to the support team, ensuring no negative experience goes unaddressed.
• Live feeds across the office: Live feeds set up in the office display real-time feedback, bringing the customer into the room and making customer satisfaction visible & top-of-mind for every team member.
• Automated reports for every department: Custom reports are generated automatically for realtors, customer service, and management – each receiving only the feedback relevant to their role.
• Realtor-level email forwarding boosting morale: When a realtor receives a positive score with a comment, they get a live email notification – reinforcing great behavior and energizing the individual.
• Automated alerts keeping you informed: Weekly alerts trigger automatically if the NPS drops by 15 points or the CSAT drops by 10 points, enabling rapid intervention before small issues become trends.
• Understanding at scale with sentiment analysis: With 40% of respondents (over 40,000 people) leaving open-text comments, Homeday runs its own analysis to identify recurring themes and prioritize improvements.
• Expanding the value with Zapier integration: Zapier pushes live feedback from every survey to dedicated Slack channels based on the audience, giving different teams a real-time overview. Homeday also uses zenloop for lead-feedback surveys, which are sent to ClickUp for the pre-sales team to qualify leads.