Lake County, IL real estate blog : Free customer satisfaction survey

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Free customer satisfaction survey - "powered by" NAR?

By: Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner
Tuesday, July 31, 2007 11:04 PM

I just opened the latest Realtor magazine and came across a tiny note (page 33 bottom right corner if anyone wants to read it). This small mini-article talks about NAR offering brokers a free (well, it's NAR, so we pay for it in other ways) customizable web-based customer satisfaction survey. Once a brokerage registers, NAR automatically sends out e-mails to sellers and buyers, saves the responses and analyzes them for you.

When I was still with my old company, I had a QSC (Quality Service Certification) designation and our clients would receive surveys to fill out ... for the most part from what I know hardly any of my clients would ever do these. But I am thinking that this system that NAR is offering, if it really is customizable, there is a chance for better response ratio.

I am thinking about checking it out and would like to see if anyone is already using this particular service?

Comments

Member Since '05	Jana Davis & Virginia Houghton said: Hi Michaela, I think this might be a two sided sword. We all know that human nature would have the unhappy people filling out the survey and probably the clients who had a really great experience. The people in the middle probably wouldn't bother. Not sure I would want to use it or have time to analyze it if I did. Jana July 31, 2007 10:37 PM
Member Since '03	Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner said: Jana, you make a good point. My thinking was that maybe this way clients would point out things they like or don't like that we don't even think of. I wouldn't want to use it for anything else other than running a little "self-check" on how I am doing and how are my agents doing ... and then maybe direct some training towards fixing any issues. July 31, 2007 10:42 PM
Member Since '03	Randy Lyon said: Our office sends them out and we get about a 40% response rate. They are always very favorable which leads me to believe that the sooner after closing that they get sent out the better and more favorable the responses will be. July 31, 2007 11:50 PM
Member Since '03	Gary Szolosi said: There is always more passion on the negative. Anger is a strong motivator. We may generate love with a good closing but if anything goes wrong you may get blamed for something out of you control. I'll stick with letters from satisfied clients. August 1, 2007 12:13 AM
Member Since '05	Lonn Dugan said: I saw that too.... The same article says we have an 80% plus overall satisfaction ratio from the public. I don't know how you improve on that in the real world... There are always sellers who didn't get what they wanted, or buyers who think they found the house on their own and decided how much to offer on their own, so "What did the Realtor really do?" (oh really!!!)... I only get to shine on maybe one in 5 deals... with 3 in 5 being fairly pedestrian, and 1 in 5 being difficult enough to lead to lower client satisfaction due to negotiation outcome, inspection outcome, financing outcome, etc.... At that rate, although I hate the idea of being "average", I am content to know my results are within normal ranges... I don't know how to raise the average except to stay away from marginal clients or situations... but then, I would not get the deals where I get to shine... So, it seems to me that trying to improve on 80% satisfaction rate is fairly futile.... August 1, 2007 8:00 AM
Member Since '03	Gene Carey said: When I did more HomeEquity deals (relo), we used to hand the buyer or seller an evaluation at the closing along with a stamped envelope for them to fill out while waiting for funding. In most cases, they were in a good mood and not so willing to write a negative evaluation. This might be better than mailing at a later date, although I know that QSC prefers the mailings to keep it a more accurate survey. August 1, 2007 1:39 PM
Member Since '03	Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner said: Thank you guys! Gene, what a great idea ... that way we can give it to our clients only if everything is going well at the closing ... what a wonderful way to be above average! But seriously, that was my problem with QSC ... this whole snail mail thing .... Personally, I don't completel any surveys unless they are online and they come directly to my e-mail and I'm sure a lot of people are the same way. August 1, 2007 2:04 PM
Member Since '03	Gene Carey said: Michaela - Did you get my voice message about tomorrow at 9:00? Are we still on for b'fast? August 1, 2007 3:11 PM
Member Since '03	Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner said: Haven't gotten it yet ... did you call my 773 ...#? I forgot to tell you to call the 847-791-1372 as the best way to reach me. the 773 is my old cell that I still have but am "phazing out". At this point it's more of a friends & family phone line. The 773 has too long of a delay to let me know I have a voicemail. As a matter of fact, it just popped up and it's 5:30pm! I'm listening to your message right now. Anyway, I am not having any Chinese tonight and will be at GV's tomorrow at 9:30 am and certainly interested at hearing your suggestions regarding pics for the Sommerset listing. It's a listing that Sarah carried over when she joined Mipeco last week and she is planning on taking some different pictures. August 1, 2007 4:30 PM
Member Since '03	Gene Carey said: Invite her along! See you at 9:30 August 1, 2007 4:55 PM
Member Since '03	Mipeco Realty, Inc - Michaela Krestenic, Broker-Owner said: Great idea! I'll give her a call if she wants to join us ... she likes Grandma V's as much as I do! I hope you don't mind I moved the time to 9:30. I have to take care of couple things before I go there. I showed her how to get on Relib earlier today and encouraged her to comment here as well ... so we'll see :-) August 1, 2007 5:04 PM