Unlocking happier clients with the PropertyMe and AskNicely integration

Article by Kate Sunol Marketing Manager, Industry and Growth 21 May 2026

With a national franchise network and thousands of customer interactions each month, McGrath Estate Agents (PropertyMe users) knew that happy customers were the byproduct of everything they did. But they didn’t always have visibility into sentiment before problems escalated. The business covers multiple aspects of real estate, including property management for multi-unit buildings.

So they leveraged the integration between PropertyMe and brought in AskNicely, an AI-powered customer experience platform. When they did, McGrath gained real-time visibility into customer sentiment across the properties they manage, eventually allowing them to turn feedback into action, recognition, and measurable improvements in both customer and employee experience. 

Let’s take a closer look at the challenges McGrath was facing and how the integration of AskNicely, with their existing use of PropertyMe, helped solve those problems.

The challenge: A lack of feedback collection

Before AskNicely, McGrath was already utilising PropertyMe and collecting customer feedback, but needed a way to be more proactive. Client complaints surfaced too late, often via Google Reviews or Facebook posts, and identifying recurring issues across offices was difficult.

Without a consistent view of NPS and CSAT, teams were left guessing where to focus their improvement efforts. Revenue indicators like lease renewals and increases offered no deeper insight into the “why” behind the numbers, so onboarding with AskNicely offered a new level of clarity.

“I’ve always been a big believer that if you don’t have an NPS of any form in your business and you don’t understand what your customer sentiment is, then you’re really missing the point on CX,” said Jess Alvial, Head of Franchise Property Management at McGrath.

She had used AskNicely in a previous role and knew just how much value it could provide. Instead of focusing on solving one problem at a time, she knew the path to true customer satisfaction was through experience management with a tool like AskNicely, and was pleased to find there was an existing integration with PropertyMe.

“It’s not just a matter of calling somebody and trying to smooth over a problem,” she said. “If you’re not digging deeper and actually looking at the core issues and fixing them within the business, you’re only going to be making one call, telling a customer that it’s going to be okay, reassuring them, and then a couple of months down the track, there’s going to be another problem with their account,” Jess said.

She understood that changing the customer experience had to come from collecting data, paired with team training, giving them access to feedback, and closing the gap between surveys and behaviour.

How adding AskNicely changed the game

Jess helped champion AskNicely as a core CX system, not just a survey tool for McGrath.

By pairing AskNicely with PropertyMe, McGrath embedded feedback directly into day-to-day operations. They used NPS surveys to assess overall relationship health and trigger CSAT surveys at key moments in the customer journey to pinpoint specific friction points.

The AskNicely and PropertyMe integration eliminated manual work, reduced risk, and created an automated system while maintaining full leadership control and visibility. “PropertyMe understands they can enhance their platform by working with best-in-class partners. Having AskNicely as one of those core integrations is a no-brainer,” Jess said. 

Using this powerhouse tech combination, McGrath fundamentally changed its business. The results were: 

More positive reviews

McGrath leverages the Review Request feature that AskNicely has to turn customer feedback into social proof online. “PropertyMe and AskNicely have made it easy to collect positive feedback and turn it into reviews. So we’re driving social proof and business exposure,” said Jess.

Using feedback to recognise teams

They recognise a job well done. “The spin on everything has gone from making customer feedback scary to it actually being empowering and uplifting. Then, tying the recognition piece into it as well has got some really positive impacts,” said Jess.

Time saved

McGrath automated and eliminated risk with the integration of AskNicely and PropertyMe. “Having the integration with PropertyMe, having that availability has been amazing in terms of time saving as well and lowering risk because it’s all automated at the end of the day,” Jess said.

Communicating customer value

Using AskNicely and PropertyMe helped the McGrath team identify customer pain points and build stronger relationships. In one instance, a customer received monthly statements with accounting errors, which led her to give a detractor score on her survey. 

“We knew fundamentally there was a problem with our accounting processes, so we needed to fix that,” said Jess. But she also connected with the customer on a personal level, forming a better relationship and ensuring that the customer knew they were valued.

Why it matters

For McGrath, AskNicely isn’t just about collecting feedback; it’s about closing the loop, recognising success, and continuously improving the experience for customers and property managers alike.

“We can implement all of the processes and systems in the world and create efficiency around what we do. But if you have no idea what your customer is thinking, at any point in time, there is zero point to having all of those things in play,” Jess said.