Service ProviderSurvey

MARCH 2016

March 2016 1

Panel Size: 8901

Responses Received: 1138

Response Rate: 13%

* All respondents are registered on HAR.com

Response Profile

2March 2016

Observations• Consumers DO trust their agent to look out for their

best interest and help them find reputable service providers

• Buyers lean on agents more than Sellers do for Service Providers

• Overall agents are doing a good job of providing support with service providers

• Buyers rely on agents for service provider support more than than Sellers do

• Agents are not leveraging the support they provide as much as they probably could

3March 2016

Recommendations• Remind listing agents that they CAN play a strong

role in helping prepare, sell and transition OUT of a home

• Promote consumer’s satisfaction and TRUST with agents’ recommendations for service providers

• Clearly articulate ALL service provider support provided in listing presentation; Set expectations about the process of looking for a home to closing on a home so surprises don't pop up.

4March 2016

82% of respondents believe REALTOR® shouldhelp find service providers

March 2016 5

82%

18%

Do you believe that one of the key roles of a REALTOR is to help you find the service providers you need to complete a transaction?

Yes

No

81% satisfied with the support of their REALTOR® in finding service providers

March 2016 6

48%

33%

16%

4%

Extremely satisfied Very Satisfied Somewhat satisfied Not at all satisfied

Overall, how satisfied were you with the support your REALTOR provided in finding the service providers you used during your transaction?

87% are likely to recommend their REALTOR®

March 2016 7

62%

25%

10%

3%

Extremely likely Very likely Somewhat likely Not at all likely

How likely are you to recommend your REALTOR to others?

8March 2016

Buyer Questions

March 2016 9

Yes66%

No34%

Have you asked your REALTOR to help you find service providers to complete your

transaction?

Yes86%

No14%

Has your REALTOR offered to help you find the service providers you need to complete

your transaction?

54%

26%

8%13%

A lot Some A little None

How much has your REALTOR helped you find the resources you are looking for to complete your transaction?

86% of REALTORS® offered help; More than ½ found them helpful

March 2016 10

84%

86%

90%

91%

91%

94%

95%

Found me several options for resources like mortgage, title per myrequest

Helped me understand what to look when choosing service providers

Found me resources that were competitively priced

Made it a LOT easier for me find the right resources to close thetransaction

Found me professional resources that helped me a lot

Found me resources where the (Realtor) had worked with them inthe past and had a good experience

Truly had my best interest in mind

How would you rate your REALTOR on the help they provided you to find the resources to complete your transaction?

High ratings for REALTOR® helpfulness

Seller Questions

March 2016 11

REALTORS® are conveying their support

March 2016 12

79%

15%6%

Did your REALTOR talk about how they would support you in preparing your home for sale in their

listing presentation to you?

Yes

No

Not Sure

65%

35%

Has your REALTOR offered to help you find the service providers you need to

complete your transaction?

Yes

No

27%20% 17%

37%

A lot Some A little None

How much has your REALTOR helped you find the service providers you are looking for to complete your transaction?

About ½ say the promised support made a difference in their decision

March 2016 13

27%

23%20%

31%

A lot A little Not much Not at all

How much did the promised support to choose pre-listing service providers promised by your REALTOR affect your decision to work with

them?

86% believe the REALTOR® has their best interest in mind

March 2016 14

71%

71%

73%

79%

79%

86%

88%

Found me several options for resources like mortgage, titleper my request

Helped me understand what to look when choosing serviceproviders

Found me professional resources that helped me a lot

Found me resources that were competitively priced

Made it a LOT easier for me find the right resources toclose the transaction

Truly had my best interest in mind

Found me resources where the (Realtor) had worked withthem in the past and had a good experience

How would you rate your REALTOR on the help they provided you to find the service providers to complete your transaction.

Completed Transactions

March 2016 15

68% say their REALTOR® helped a lot

March 2016 16

68%

24%

5% 3%

A lot Some A little None

How much did your REALTOR help you find the service providers you used to complete your transaction?

6%

11%

31%

53%

My REALTOR chose them for me

I chose them all

I chose some and my REALTOR chose others

My REALTOR recommended them and then I chose them

Who was involved in the choices of service providers you used to complete your transaction?

More than 90% feel the REALTOR® truly had their best interest in mind

March 2016 17

81%

83%

86%

89%

89%

91%

91%

Helped me understand what to look when choosingservice providers

Found me several options for resources like mortgage,title per my request

Found me professional resources that helped me a lot

Found me resources that were competitively priced

Made it a LOT easier for me find the right resources toclose the transaction

Truly had my best interest in mind

Found me resources where the (Realtor) had workedwith them in the past and had a good experience

How would you rate your REALTOR on the help they provided you to find the resources to complete your transaction?

Additional Findings

March 2016 18

What other suggestions do you have about ways that REALTOR better

serve your needs in completing your real estate transaction?

• Set expectations about the process of looking for a home to closing on a home so surprises don't pop up.

• Be proactive on behalf of the client• Attention to detail

– Eliminate listing errors, no missed papers, attractive photos etc.

• Knowledgeable about market areas• Consistent communication throughout the entire

process

March 2016 19

March 2016 20

79%

11%

10%

Have you been pre-qualified for a mortgage so you know the price of the home you can truly afford?

Yes

No

In the process

Most are pre-qualifying for a mortgage

29%

34%

23%

39%

2013 2014 2015 2016

Respondents “Just looking for fun”

March 2016 21