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2015 NATIONAL CUSTOMER SATISFACTION RESULTS
of our Customers would use the same Sales Associate
in the future
of our Customers would recommend the same Sales
Associate to a friend
Industry LeaderReal Living Real Estate leads the industry with a 97% national customer satisfaction rating—well above the real estate industry as a whole.
REAL LIVING 360 SERVICESM
SURVEY RESULTS
RESULTS VS. SAME PERIOD PRIOR YEAR
BUYER
SELLER
COMBINED
97.41%
97.05%
97.23%
97.2%
95.8%
96.6%
+0.21%
+1.24%
+0.63%
2015 2014 CHANGE
96% 96%
Total Surveys Sent in 2015: 14,495 | Survey Return Rate: 36%
97%
CUSTOMER SATISFACTION
RATING
1%
NEUTRAL
VERY SATISFIED
89%
7%
SATISFIED
* Note: Numbers may not add to 100 due to rounding.
VERY DISSATISFIED
>1%
>1%
DISSATISFIED
BUYERS SURVEYED WERE EITHER VERY LIKELY OR LIKELY TO
98%
Quality and frequency of communication
97%
Attention to detail
98%
Sales Associate’s knowledge of area
97%
Counseling and needs assessment
98%
Availability of Sales Associate
95%
Negotiating assistance
97%
Overall satisfaction with Sales Associate
97%
Thoroughness of search process
96%
Use the same Sales Associate in the future
92%
Use Real Living Real Estate in the future
96%
Recommend same Sales Associate to a friend
92%
Recommend Real Living Real Estate to a friend
BUYER SURVEY FINDINGS
97%
OF BUYERS WERE VERY SATISFIED OR SATISFIED
96%
Negotiating assistance
96%
Marketing plan
91%
Price and terms of sale
96%
Quality and frequency of communication
97%
Attention to detail
97%
Advice/counsel
97%
Overall satisfaction with Sales Associate
SELLER SURVEY FINDINGS
SELLERS SURVEYED WERE EITHER VERY LIKELY OR LIKELY TO
96%
Use the same Sales Associate in the future
93%
Use Real Living Real Estate in the future
96%
Recommend same Sales Associate to a friend
93%
Recommend Real Living Real Estate to a friend
97%
OF SELLERS WERE VERY SATISFIED OR SATISFIED
Real Living 360 Service Awards were based on results compiled from surveys sent between January 1, 2015 and December 31, 2015.
OFFICE AWARDS
• Minimum 97% Customer Satisfaction Rating
• Minimum 20 returned surveys
• Minimum 30% survey return rate
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 Satisfaction Rating
• Minimum 10 returned surveys
• Minimum 30% survey return rate
85WINNERS
42WINNERS
OFFICE AWARDS
• Minimum 95% Customer Satisfaction Rating
• Minimum 10 returned surveys
• Minimum 30% survey return rate
AGENT AWARDS
• Minimum 95% Customer Satisfaction Rating
• Minimum 5 returned surveys
• Minimum 30% survey return rate
206WINNERS
19WINNERS
REAL LIVING 360 SERVICE AWARDS
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
REAL LIVING REAL ESTATE
91% Very Satisfied
6% Satisfied
1% Neutral
1% Dissatisfied
1% Very Dissatisfied
*2015 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (2,703 survey responses 1/1/15 through 12/31/15)
NATIONAL ASSOCIATION OF REALTORS®
59% Very Satisfied
32% Somewhat Satisfied
7% Somewhat Dissatisfied
3% Very Dissatisfied
*2015 NAR Profile of Home Buyers and Sellers. (6,406 survey responses 7/1/14 through 6/30/15
REAL LIVING REAL ESTATE
88% Very Satisfied
9% Satisfied
1% Neutral
1% Dissatisfied
1% Very Dissatisfied
HOME SELLERS
*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®
61% Very Satisfied
27% Somewhat Satisfied
8% Somewhat Dissatisfied
5% Very Dissatisfied
*2015 NAR Profile of Home Buyers and Sellers. (6,406 survey responses 7/1/14 through 6/30/15)
CUSTOMER SATISFACTION
REAL LIVING REAL ESTATE VS. INDUSTRY
97%
CUSTOMER SATISFACTION*
97%
CUSTOMER SATISFACTION*
91%
CUSTOMER SATISFACTION*
88%
CUSTOMER SATISFACTION*
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.
©2016 Real Living Real Estate, LLC. Real Living is a registered service mark. Equal Opportunity Housing Provider. 2015 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.
WOULD BUYER USE AGENT AGAIN OR RECOMMEND TO OTHERS
REAL LIVING REAL ESTATE RESULTS
91%
5%1% 1%
Very Likely Likely Neutral Unlikely Very Unlikely
Real Living Real Estate
96%
8% HIGHER THAN THE NATIONAL AVERAGE
Industry
88%
NATIONAL ASSOCIATION OF REALTORS® RESULTS
72%
16%
2% 5% 5%
vs.
Definitely Probably Don’t Know/Not Sure
Probably Not Definitely Not
2%
WOULD SELLER USE AGENT AGAIN OR RECOMMEND TO OTHERS
REAL LIVING REAL ESTATE RESULTS
89%
6%2% 1% 2%
Very Likely Likely Neutral Unlikely Very Unlikely
Real Living Real Estate
96%
12% HIGHER THAN THE NATIONAL AVERAGE
Industry
84%
NATIONAL ASSOCIATION OF REALTORS® RESULTS
67%
17%
1%7% 7%
Definitely Probably Don’t Know/Not Sure
Probably Not Definitely Not
vs.
REPEAT CUSTOMERS & REFERRALS
REAL LIVING REAL ESTATE VS. INDUSTRY
