Coldwell Banker Bain | Seal, a leading provider of real estate brokerage services in Washington and Oregon with over 1,000 agents in 30 offices, the 16th largest in the nation, as ranked by 2012 Real Trends survey, has launched a new customer satisfaction assessment program that publishes client post-transaction reviews. The initiative solicits timely feedback from customers where they assess the performance of Coldwell Banker Bain | Seal brokers and the company as a whole.
“There is no denying the age of transparency has given rise to ratings in other industries and we welcome a similar approach in real estate,“ said Suzanne Mueller, Chief Marketing Officer at Coldwell Banker Bain | Seal. “The early indications are extremely positive, both in consumer participation and in the actual ratings. The openness of the responses also allows us to constantly monitor the effectiveness of our entire organization.”
Mueller pointed out that the online survey, conducted by independent third-party vendor Listen360, has showed interesting results:
- Customer response rate is approximately 38%, far above the traditional accepted norm of 20-25%
- Average broker rating is 94%. Top characteristics customers share about their experience with Coldwell Banker Bain | Seal are “Knowledge”, “Professionalism”, “Courtesy”
The survey, issued via email to clients one week after a transaction’s close, are sent to every buyer and seller represented by a Coldwell Banker Bain | Seal broker, which averages approximately 1,000 clients per month. The results, both positive and negative, are accessible to management and automatically posted on the company’s Facebook page, on the company’s website at cbbain.com/whatourclientssay and on each broker’s personal Coldwell Banker Bain | Seal company web page.
“We are in a service industry and value the opinion of our clients,” said Mueller. “Although some brokers were a bit tentative at first, after seeing the incredible feedback and results provided by our customers, almost every one of our brokers are now happily participating in the program.”
The program has reinforced to management that the company’s core values, namely industry knowledge, transactional expertise, caring advocacy, and professionalism are truly manifesting into real life customer experiences and perception.
“The program supports our mission of providing the best possible buying and selling real estate experience in the industry,” said Mike Grady, President and Chief Operating Officer at Coldwell Banker Bain | Seal. “We work hard every day to build upon our core values, so it’s just incredible to hear our customers reflect those sentiments in their reviews. It’s really a testament to our amazing brokers.”