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Frequently Asked Questions: Lead Feedback System

What is the lead feedback system? The feedback system is your direct line to our Quality Assurance and lead generation teams. It lets you easily rate your leads - telling us which ones are working out for you, and which ones aren't.

You can choose from 17 different responses - both positive and negative. You can even add extra details in your own words. Your response gives both the lead and the lead source an internal score.

Our lead generation team uses this information to continue weeding out poor lead sources, and invest more marketing dollars generating the leads you can submit apps and close on.
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Why should I provide feedback? Providing feedback gives you a voice in your lead quality. Positive feedback tells us to "Keep more leads from this source coming!" Your negative feedback helps us quickly shut off sources that are not working out for you.

The more feedback you provide, the more we can fine tune our campaigns and improve lead quality.

Providing feedback is also how you let our Quality Assurance team know a lead is invalid. They will then review it and credit your account if it meets our return criteria.

And another great reason: from now until January 30, every person that gives 100% feedback on their leads will be entered into a drawing for $1,500 in FREE leads. Start providing your feedback today and you may walk away with $1,500 in leads to start off the New Year.
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Is this how I return leads? Does the lead feedback system replace returning leads?
Our guidelines for crediting invalid leads are the same. The only thing that's changed is the way you report a bad lead to us. Use our feedback system to rate all your leads – positive and negative.

Leads with negative feedback are manually reviewed by our Quality Assurance team. If they determine it meets our criteria for invalid leads, your account will be credited.
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Has your return policy changed? No. Leads are reviewed following the same guidelines as before. Instead of "returning" leads, you provide feedback, both positive and negative. We credit leads that meet one of the following criteria:

  1. The lead has fake information. This could be a fictitious name, or the lead mis-typed their address or phone number.
  2. The lead is interested in a different product. For example, if a lead indicated they wanted a refinance when they were really interested in a new purchase loan, the lead would be eligible for credit.
  3. The lead isn't from your subscription area.
  4. The lead is duplicate. If we send you a lead that is a duplicate of another ProspectZone lead from the past 30 days - and it's for an identical mortgage product - it is eligible for credit.
  5. A competitor submitted the lead.

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How do I provide feedback? Providing feedback only takes a few seconds of your time. Just follow these easy steps:

  1. Log in to your BrokerOffice account at www.brokeroffice.com/bo20/
  2. Enter your username and password.
  3. Click the Leads tab
  4. Click the ID of the lead you would like to provide feedback on.
    You will see the lead's information, with a drop down menu and comment field next to it.

  5. Select the feedback category that applies from the drop down menu on the right.
  6. Add specific details about the lead in the comment field.
    We know you're busy - but please be as detailed as possible. Your comments help us accurately gauge the quality of the lead, and let us know which sources to focus on to generate your leads.

  7. For example, if you have selected "Converted Customer" from the drop down menu, your comment might be "Application submitted and funding pending".
  8. Click the "Send Feedback" button.

Please be honest with your feedback. No credit will be issued if our Quality Assurance team finds that incorrect feedback has been submitted.
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I selected a feedback rating from the drop down menu, but it's not submitting? Feedback cannot be submitted without selecting a feedback category AND adding a comment.
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How soon will my account be credited for invalid leads?Leads with negative feedback are reviewed on a weekly basis. Once our Quality Assurance department verifies that the lead is invalid, the cost of the lead will immediately be refunded to your account.
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Why are there so many choices to give feedback on? I'm used to just giving a reason why I want to return a lead? There are more choices because we give you positive feedback options, not just the negative ones you're used to when returning leads. These 17 different lead feedback responses help you be as accurate as possible when rating a lead.
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Is this going to take up a lot of my time? Rating a lead only takes a few seconds of your time. Brokers who work multiple leads a day find it's easier to leave feedback immediately after speaking with the lead, when the interaction is fresh in their mind.
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Do I have to provide feedback on every single lead? The more leads you provide feedback on, the better we can fine tune our marketing to keep the leads that work best for you coming. But there's no requirement on how many leads you rate. We hope that you'll do as many as you can. Keep in mind that rating leads benefits you by helping us provide you with higher quality leads.
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Can I see which leads I've already left feedback on and which are pending review?Yes. In your "Buyer Lead Report" you can sort your leads by their feedback status. Select one of the following categories using the "Lead Status" filter:

  • Accepted leads are ones that have either no feedback or you have provided positive feedback on.
  • Pending Returns are leads that you've provided feedback on and will be reviewed by our Quality Assurance team shortly.
  • Returned leads are ones you've provided feedback for and Quality Assurance has reviewed.

Any lead you receive return credit on will still appear shaded gray in your "Buyer Lead Report".
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Can I view the feedback I've provided on a lead?Yes. Use the Lead Status filter to view just your Returned leads. You will see all the leads you've provided feedback on. Click on the Lead ID to view the lead details and the feedback you gave.
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