2015 NPS Survey Report

Transcription

1 2015 NPS Survey Report

2 Rebecca Jensen, President/Chief Executive Officer Staff Betty Sikora Brenda Ryefield Cathy Jones Chris Lambrou Deb Kramer Denise Trost Dorinda Nolting-Gilmore Ed Leighton Erin Leggett Gayle Ludemann Heather Catt Heather Schindler Jeff Lasky Jennifer Rundell Jessica Ruminski Joey Bradford Karen Schumacher Katrina Ryefield Kris Trojan Lynn Strantz Melissa Brackmann Richard Torp Sarah Burke Stephanie Abrams

3 Midwest Real Estate Data (MRED) did the first NPS Survey of its customers in June of 2015.

4 WHAT IS AN NPS SURVEY? NPS stands for Net Promoter Score. It is a tool that companies use to gauge the quality of its relationship with its customers. The score can be as low as -100 (if everyone who responds is a detractor) or as high as +100 (if everyone who responds is a promoter). It is composed of two straightforward questions: 1. How likely are you to speak highly of MRED to other real estate professionals? This is answered on a scale of 0 to 10, 0 being not likely and 10 being extremely likely. 2. What is the ONE THING MRED can do better? This is answered in a free-form box inviting constructive comments from the responders. Those who respond to the first question with a score of 9 or 10 are considered to be Promoters. Those who respond to the first question with a score of 0 to 6 are considered Detractors. Those responding with a 7 or 8 are considered to be Passives. The NPS is calculated by subtracting the percentage of respondents who are Detractors from the percentage of respondents who are Promoters. Passives count in the total number of respondents but do not affect the overall net score.

5 MRED had almost 6,600 responses to the first NPS survey, and garnered an outstanding NPS of 44 (58% Promoters and 14% Detractors)

6 Major US companies make their NPS scores public (npsbenchmarks.com), and MRED rated similarly to the last scores of Microsoft (45), Apple (43) and Amazon Prime (38). It was very gratifying to receive so many responses, and for the NPS to be so positive. There were also thousands of comments that were submitted in response to the second question. MRED staff painstakingly classified and responded to every comment made with either a direct or general communication if a number of people commented on the same subject.

7 It is important to MRED s Board and Staff that everyone participating understands their voices are being heard. Also, some great feedback was received which has affected MRED planning and how we focus our efforts to provide the best possible customer service and responsiveness. We were able to organize the input received by type of participant and by the local Association of Realtors he or she belongs to. This helps us to target efforts by the type of real estate professional and geography, as relevant.

8 SO WHAT HAS BEEN DONE? In response to the NPS Survey s top feedback suggestions, here are the highlights of what MRED has done or has in process: SYSTEM CHANGES There were quite a few complaints about passwords and the frequency with which passwords could be reused. As a result, MRED s password change rules now only require that your new password be different from your last one nothing else. Prior to the NPS survey, MRED had already changed the number of days between password changes, from 90 to 180 days. A couple of userfriendly changes that do not compromise the security of the system! MRED is creating a private listings network as a part of connectmls. More information about this will become available when this is close to going live, which is expected late Q1 of Please see the attached introductory flyer.

9

10 This change is in the works: Parcel ID (PIN) and Subdivision (SUB) will no longer be locked down five days after a property listing is active in connectmls, i.e. you will continue to be able to edit those fields throughout the time the listing is active. MRED is adding a new field to connectmls - Assessor Square Footage. The Assessor Square Footage amount will auto-populate on all listings where county data is available for it. For Square Footage, Subdivision Names, and School Names, MRED is conducting research to determine if this data can be reliably provided by any third party source. Logout time due to inactivity we increased the automatic logout period from 30 minutes to 60 minutes (increasing the logout time due to inactivity from one hour to two hours if the warning message is not acknowledged)

11 Mobile and ConnectMLS Design In the fall of 2015, significant changes were made to the Client side of connectmls including a fully responsive client portal and HTML notifications. The focus is now being turned to the Agent side of connectmls. One of the first changes will be Edit Listing Status for mobile devices: this is currently scheduled for release late Q1/early Q2 of Along with this will come a fresh, modern user interface that will make life easier for our customers regardless of what device they use to access the system. Fully modernizing connectmls and modifying it for full responsive design will be done function by function over the next year or so. Instant search notifications coming soon!

12 TRAINING Added classes to Realtor Association of the Fox Valley - Geneva area on a regular basis Will be holding more classes in the Ottawa/Peru area in 2016 and now has a seasoned MRED trainer located there Will add more online training classes in 2016 Will be sharing more short quick tip videos each week Plans to create a New Agent video series to help new agents become familiar with MRED and the MLS system faster.

13 COMMUNICATIONS MRED has scaled back the quantity of enewsletters sent, to reduce the amount of s in everyone s inboxes. We are still making sure you get all of the valuable information you need, with less repetition. We only utilize Pop-Up bulletins on connectmls for important information that needs your attention. Advertising s promoting particular organizations or events have been discontinued. However, MRED continues to send marketing-type s for our own products and services and occasionally on behalf of our partner associations.

14 In some cases, we had already created something or made some change in the MLS system before the NPS survey, but some of our customers weren t aware of it: MRED has a syndication dashboard (syndication.mredllc.com) through which brokerage owners can make their company decisions about where their listings are sent through the flip of a switch. MRED does not send any listings out to a third party destination without the brokerage s permission. MRED is currently participating in the Broker Public Portal venture. Through it, MRED hopes to help provide increased competition through the offering of another alternative to sites that make listing brokers pay for leads. More information will become available in 2016 stay tuned for more details. Transaction Management System this is a year-long research effort before taking any steps or making any recommendations regarding a transaction management platform offering from MRED. We re finding out about the functionality you most value and the systems already in use. Much more on this to come in 2016.

15 WHAT S NEXT? MRED is going live with its next NPS Survey on Tuesday, February 2 nd. Don t miss out on your opportunity to weigh in and let us know what you think. We appreciate your input and strive to do everything you can to make your MRED experience a great one!