How Housfy increased CSAT by 20% and generated new sales through our AI agents
Permut helped Housfy measure customer satisfaction at scale across its property management operations while turning feedback conversations into new sales opportunities.The challenge
With multiple property management operations and a growing customer base, Housfy needed a scalable way to measure satisfaction and improve the client experience.
The team faced three key challenges:
- Measuring CSAT consistently across all property management operations
- Redirecting satisfied clients toward public reviews to strengthen online reputation
- Identifying homeowners interested in the different services offered by Housfy.
Handling this manually at scale would require significant operational effort and additional team resources.
Housfy needed a system that could capture feedback, filter sentiment and identify commercial opportunities automatically.
The solution
Housfy implemented Permut’s conversational AI agents to manage automated CSAT conversations and identify new business opportunities.
The agent contacts property owners after service interactions, captures their satisfaction score and dynamically determines the next step based on the response.
Satisfied customers are invited to leave a public review, while neutral or dissatisfied customers provide feedback that helps Housfy improve internal processes.
Within the same conversation flow, the agent also introduces additional Housfy services to homeowners with the right profile, turning feedback conversations into commercial opportunities.
The agent manages:
- Automated CSAT collection across property management operations
- Intelligent filtering so only satisfied customers are invited to leave reviews
- Actionable insights captured from all customers
- Introduction of additional services during conversations
- Lead identification and reporting to the commercial team
The impact
Over a four-month period, Permut helped Housfy engage more than 13,000 clients across six property management operations.
Customer satisfaction improved significantly with CSAT increasing by 20%. At the same time, the conversational flows generated hundreds of qualified leads for additional services.
By combining satisfaction measurement, reputation management and opportunity discovery, Permut transformed customer feedback into a continuous growth engine for Housfy.
Looking ahead
What started as an automated CSAT initiative is evolving into a broader conversational layer across Housfy’s customer lifecycle.
By continuously engaging property owners through WhatsApp conversations, Housfy is strengthening relationships, improving service quality and identifying new real estate opportunities at scale.
Key metrics
- CSAT increased by 20% in four months
- 15,000 clients engaged
- Hundreds of qualified leads generated through cross-selling conversations
About Housfy
Housfy is a leading Spanish proptech company focused on digitizing the real estate experience.
The company offers services across property sales, rentals, mortgages and property management, delivering a fully digital experience for property owners, buyers and investors.
Its property management division manages thousands of homeowners across multiple communities, making it critical to measure customer satisfaction continuously while maintaining high service quality.
