9 satisfied customer...
TRANSCRIPT
96% Customer Satisfaction Ratingbuyer and seller survey results combined
Premier Service® Survey Results
Total Surveys Sent out in 2010: 23,184Survey Return Rate: 28%
Since 2002 we have been gathering important customer information with our Customer Satisfaction Survey.
95% of our Customers would use the same Sales Associate in the future.
95% of our Customers would recommend the same Sales Associate to a friend.
Results vs. Same Period Prior Year 2009 2010 Change
Buyer 96.4% 96.1% -0.3%
Seller 95.4% 95.6% +0.2%
Combined 96.0% 95.9% -0.1%
9%
2% 1% 1%
87%
9% Satisfied
2% Neutral
1% Dissatisfied
1% Very Dissatisfied
87% Very Satisfied
2010
FULL
YEA
R
Real Living Real Estate continues to lead the industry with a 96% national customer satisfaction rating — well above the real estate industry as a whole.
2010 Buyer Survey Findings
Use t
he sa
me Sale
s Ass
ociat
e in t
he fu
ture
Over
all s
atisf
actio
n with
Sal
es A
ssoc
iate
Avail
abilit
y of S
ales A
ssoc
iate
Quali
ty an
d fre
quen
cy of
commun
icatio
n
Coun
selin
g and
need
s ass
essm
ent
Nego
tiatin
g ass
istan
ce
Atte
ntion
to de
tail
Sa
les A
ssoc
iate’s
know
ledge
of ar
ea
Use R
eal L
living
Rea
l Esta
te in
the f
utur
e
Reco
mmend R
eal L
iving
Rea
l Esta
te to
a fri
end
Reco
mmend s
ame S
ales A
ssoc
iate t
o a fr
iend
Buy
ers s
urve
yed w
ere e
ither
Very
Sat
isfied
or
Sat
isfied
with
the f
ollow
ing:
W
ere e
ither
Very
Like
ly or
Like
ly to
:
Thor
ough
ness
of se
arch
proc
ess
87%
88%
89%
90%
91%
92%
93%
94%
95%
96%
97%
100%
96 9695
9796
93
97
95 95
90
95
91
Buyer Survey Results:
96.1% very satisfied or satisfied
Over
all s
atisf
actio
n with
Sal
es A
ssoc
iate
Quali
ty an
d fre
quen
cy of
commun
icatio
n
Advic
e/co
unse
l
Negot
iating
assis
tanc
e
Atte
ntion
to de
tail
Mar
ketin
g plan
Price
and t
erms o
f sale
Use R
eal L
iving
Rea
l Esta
te in
the f
utur
e
Use t
he sa
me Sale
s Ass
ociat
e in t
he fu
ture
Reco
mmend s
ame S
ales A
ssoc
iate t
o a fr
iend
Reco
mmend R
eal L
iving
Rea
l Esta
te to
a fri
end
Sell
ers s
urve
yed w
ere e
ither
Very
Sat
isfied
or S
atisf
ied w
ith th
e foll
owing
:
W
ere e
ither
Very
Like
ly or
Like
ly to
:
87%
88%
89%
90%
91%
92%
93%
94%
95%
96%
100%
96 9695
88
93
95 95 95
91
95
91
2010 Seller Survey Findings
Seller Survey Results:
95.6% very satisfied or satisfied
Agent Awards
Premier Service Diamond Elite
Minimum 97% Customer Satisfaction Rating
Minimum 10 returned surveys
Minimum 30% survey return rate
Premier Service Diamond
Minimum 95% Customer Satisfaction Rating
Minimum 5 returned surveys
Minimum 30% survey return rate
Office Awards
Premier Service Diamond Elite
Minimum 97% Customer Satisfaction Rating
Minimum 20 returned surveys
Minimum 30% survey return rate
Premier Service Diamond
Minimum 95% Customer Satisfaction Rating
Minimum 10 returned surveys
Minimum 30% survey return rate
Premier Service Awards were based on results compiled from surveys sent between October 1, 2009 and September 30, 2010.
38WINNERS
175WINNERS
25WINNERS
22WINNERS
2010 Premier Service Awards
96%*OverallCustomerSatisfaction
86%*CustomerSatisfactionwith Selling Process
9%
2%1% 1%
87%very satisfied
satisfied
neutral
dissatisfied
very dissatisfied
87%
9%
2%
1%
1%
Real Living Real Estate
31%
9%5%
55%very satisfied
somewhatsatisfiedsomewhatdissatisfied
very dissatisfied
55%
31%
9%
5%
National Association of Realtors®
Real Living Real Estate takes the satisfaction of our customers seriously. Through the NAR Profile of 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 the only real estate franchisor to measure customer satisfaction through a third-party survey company, we hold our agents accountable for the services they provide and ensure that these services meet or exceed the expectations of our customers. Our dedication to customer service shows!
*Source: 2010 NAR Profile of Home Buyers and Sellers. (8,449 survey responses 7/1/09 through 6/30/10)
*Source: 2010 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (9,910 survey responses 7/1/08 through 6/30/09)
96%*OverallCustomerSatisfaction
91%*CustomerSatisfactionwith Buying Process
9%
2%1% 1%
87%very satisfied
satisfied
neutral
dissatisfied
very dissatisfied
87%
9%
2%
1%
1%
Real Living Real Estate
34%
7%
2%
57%very satisfied
somewhatsatisfiedsomewhatdissatisfied
very dissatisfied
57%
34%
7%
2%
National Association of Realtors®
*Source: 2010 NAR Profile of Home Buyers and Sellers. (8,449 survey responses 7/1/09 through 6/30/10)
*Source: 2010 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (9,910 survey responses 7/1/08 through 6/30/09)
Profile of Home Sellers Profile of Home Buyers
Real Living Real Estate vs. Industry2010 Customer Satisfaction
0 20 40 60 80 100
Would Seller Use Agent Again or Recommend to Others
Real Living Real Estate
Industry 84%
94%
Repeat Customers and Customer Referrals
11%higher than the national average
When asked if the Buyer/Seller would use the agent again or recommend the agent to others, Real Living Real Estate ranked higher than the national industry average.
©2011 Real Living Real Estate, LLC. An Independently Owned and Operated Firm. Real Living is a registered service mark. Equal Opportunity Housing Provider. 2010 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.
0 20 40 60 80 100
very likely
likely
neutral
unlikely
very unlikely
Real Living Real Estate results
0 20 40 60 80 100
definitely
probably
don’t know
probably not
definitely not
The National Association of Realtors® results
87%
8%
2%
1%
3%
63%
21%
1%
8%
7%
0 20 40 60 80 100
Real Living Real Estate
Industry 87%
95%
8%higher than the national average
0 20 40 60 80 100
very likely
likely
neutral
unlikely
very unlikely
Real Living Real Estate results
0 20 40 60 80 100
definitely
probably
don’t know
probably not
definitely not
The National Association of Realtors® results
88%
7%
2%
1%
2%
65%
22%
2%
5%
6%
Would Buyer Use Agent Again or Recommend to Others
Real Living Real Estate vs. Industry