NATIONAL CUSTOMER SATISFACTION RESULTS

Transcription

1 2015 NATIONAL SATISFACTION RESULTS

2 REAL LIVING 360 SERVICE SM SURVEY RESULTS Industry Leader Real Living Real Estate leads the industry with a 97% national customer satisfaction rating well above the real estate industry as a whole. * Note: Numbers may not add to 100 due to rounding. 89 % VERY SATISFIED SATISFACTION RATING 7 % SATISFIED > 1 % VERY DISSATISFIED > 1 % DISSATISFIED 1 % NEUTRAL RESULTS VS. SAME PERIOD PRIOR YEAR Total Surveys Sent in 2015: 14,495 Survey Return Rate: 36% CHANGE BUYER % +0.2 SELLER 97.05% 95.8% +1.24% COMBINED 97.23% 96.6% +0.63% of our Customers would use the same Sales Associate in the future of our Customers would recommend the same Sales Associate to a friend

3 BUYER SURVEY FINDINGS OF BUYERS WERE VERY SATISFIED OR SATISFIED Thoroughness of search process 98 % Availability of Sales Associate 95 % Negotiating assistance Overall satisfaction with Sales Associate Counseling and needs assessment 98 % Quality and frequency of communication Attention to detail 98 % Sales Associate s knowledge of area BUYERS SURVEYED WERE EITHER VERY LIKELY OR LIKELY TO Use the same Sales Associate in the future 92 % Use Real Living Real Estate in the future Recommend same Sales Associate to a friend 92 % Recommend Real Living Real Estate to a friend

4 SELLER SURVEY FINDINGS OF SELLERS WERE VERY SATISFIED OR SATISFIED Overall satisfaction with Sales Associate Quality and frequency of communication Attention to detail Advice/counsel 91 % Price and terms of sale Negotiating assistance Marketing plan SELLERS SURVEYED WERE EITHER VERY LIKELY OR LIKELY TO Use the same Sales Associate in the future 93 % Use Real Living Real Estate in the future Recommend same Sales Associate to a friend 93 % Recommend Real Living Real Estate to a friend

5 REAL LIVING 360 SERVICE AWARDS As a real estate franchisor who measures customer satisfaction through a third-party survey company, it is important that our agents receive actual customer ratings and reviews from accurate sources, so they can continually improve the services they provide to meet or exceed the expectations of our customers AGENT AWARDS Minimum 97% Customer Minimum 10 returned surveys OFFICE AWARDS Minimum 97% Customer Minimum 20 returned surveys AGENT AWARDS Minimum 95% Customer Minimum 5 returned surveys OFFICE AWARDS Minimum 95% Customer Minimum 10 returned surveys Real Living 360 Service Awards were based on results compiled from surveys sent between January 1, 2015 and December 31, 2015.

6 SATISFACTION REAL LIVING REAL ESTATE VS. INDUSTRY Real Living Real Estate takes the satisfaction of our customers seriously. Through the National Association of Realtors (NAR) Profile of Home Buyers and Sellers, we are able to compare our results to the industry s. It s important to note that the questions NAR uses vary slightly from the questions Real Living Real Estate uses to measure customer satisfaction. As a real estate franchisor who measures customer satisfaction through a third-party survey company, it is important that our agents receive actual customer ratings and reviews from accurate sources, so they can continually improve the services they provide to meet or exceed the expectations of our customers. HOME BUYERS HOME SELLERS REAL LIVING REAL ESTATE REAL LIVING REAL ESTATE 9 88% 6% Neutral 9% Neutral Very Very *2015 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (2,703 survey responses 1/1/15 through 12/31/15) *2015 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (2,484 survey responses 1/1/15 through 12/31/15) NATIONAL ASSOCIATION OF REALTORS NATIONAL ASSOCIATION OF REALTORS 59% 6 91 % 32% 7% 88 % 27% 8% 3% Very 5% Very *2015 NAR Profile of Home Buyers and Sellers. (6,406 survey responses 7/1/14 through 6/30/15 *2015 NAR Profile of Home Buyers and Sellers. (6,406 survey responses 7/1/14 through 6/30/15)

7 REPEAT S & REFERRALS REAL LIVING REAL ESTATE VS. INDUSTRY When asked if the Buyer/Seller would use the agent again or recommend the agent to others, Real Living Real Estate agents ranked higher than the national industry average. WOULD BUYER USE AGENT AGAIN OR RECOMMEND TO OTHERS WOULD SELLER USE AGENT AGAIN OR RECOMMEND TO OTHERS 8 % HIGHER THAN THE NATIONAL AVERAGE 12 % HIGHER THAN THE NATIONAL AVERAGE vs. 88 % vs. 84 % Real Living Real Estate Industry Real Living Real Estate Industry REAL LIVING REAL ESTATE RESULTS REAL LIVING REAL ESTATE RESULTS 9 89% 5% 2% 6% 2% 2% Very Likely Likely Neutral Unlikely Very Unlikely Very Likely Likely Neutral Unlikely Very Unlikely NATIONAL ASSOCIATION OF REALTORS RESULTS 72% NATIONAL ASSOCIATION OF REALTORS RESULTS 67% 16% 17% 2% 5% 5% 7% 7% Definitely Probably Don t Know/ Not Sure Probably Not Definitely Not Definitely Probably Don t Know/ Not Sure Probably Not Definitely Not 2016 Real Living Real Estate, LLC. Real Living is a registered service mark. Equal Opportunity Housing Provider Customer Satisfaction Survey data supplied by Quality Service Certification, Inc., an independent research company retained to measure customer satisfaction of Real Living Real Estate customers. Note: Numbers may not add to 100 due to rounding.