News

We have a Net Promoter Score global giants can only aspire to!

By Nazih Abbouchi

Nike currently ranks +30, McDonalds -8, Apple +41 and Visa +8. Ray White is rated by our customers at +78. [1]

“This is trail-blazing, and the standard of customer service is one all businesses should aspire to. A rating above +50 is considered a strong platform.” Chris Pescott, founder of Customer Monitor, says.

Indeed, the Net Promoter℠ Score benchmark for real estate agents in Australia is -41, we are setting the bar high, four years into embedding our vision of giving every customer a great experience.

How do vendors and buyers measure up
If we break our Net Promoter Score data down for the month of June we see a difference – remembering that we have been surveying buyers for almost a month. It’s also key to keep in mind that any score above zero is considered ‘good’, with anything above 50 considered ‘excellent’.

We know that our vendors and buyers have different drivers of satisfaction. It’s critical you are reviewing all of your survey responses and understanding what your customers value, what drives their
loyalty, and what doesn’t.

Breaking down the numbers

We have a score we can take pride in. By looking closely at the way our customers are scoring us we can take great learning. With almost 13% of our customers only ‘passively satisfied’, it should be an area of focus for every single one of our agents. These customers are so close to being loyal promoters, ask yourself ‘what could we do differently next time?’. More importantly, ask your customers!

Making the figures count
Response rates are almost as important as the Net Promoter Score itself. We have a target of >30% for all agents and offices, it’s a target we need to work together on. To increase your response rates take a look at page 23 of the customer satisfaction handbook.

Up to Date

Latest News

  • HOW TO GET THE BEST POSSIBLE PRICE FOR YOUR PROPERTY IN SPRING

    The warmth and extended hours of sunshine that spring brings can entice buyers to leave their homes and to start looking for their next property. This increased level of competition amongst potential buyers can increase the sale price of your property if you use this buyer’s market to your advantage. … Read more

    Read Full Post

  • THINGS TO LOOK OUT FOR WHEN BUYING YOUR FIRST HOME

    Are you planning to buy your first home? It can be stressful getting your head around everything you need to know to make the right decision. You don’t want to overlook anything when you’re putting so much into this decision. Read on for some tips that will help you navigate … Read more

    Read Full Post