rep overview of survey process

An Overall Look at the Customer Satisfaction Survey The difference between this system and those already crowding the marketplace. The survey is sent to every client, and only the client of a REP agent after a transaction closes. The process is administered by a third party with safeguards in place assuring accuracy, and preventing the manipulation of data. The Customer Satisfaction Survey was and continues to be the industry’s first and only “closed” and independently validated assessment system. Who Administers the Survey. Quality Service Certification, Inc., with fifteen years of experience in the real estate related survey business with over one million surveys sent, provides the survey mechanism, customer service and support for brokers, managers and agents, with little effort on the part of participating brokerages. Survey Contents. The survey includes over two dozen data points on topics such as the agent’s negotiation skills, days on market before the property sold and an agent’s communication skills during the transaction and after closing. The survey questions were scientifically crafted, and the entire survey process has been vetted longer than any other agent ratings system. Click here to see copies of the seller and the buyer survey. “Brokers using the Quality Service Certification survey program have been providing objective third party and brokerage evaluations for years. QSC’s reputation and process is impeccable.” Lane Barnett, Barnett Consulting Group, and former CEO of GMAC Home Services. Inman News, December 12, 2012 Survey Costs. If a company chooses to go paperless, there is no cost to the participating brokerage. If an email address is not provided following a closing, a postal mail survey is sent, currently costing the brokerage a $3.50 processing fee per survey.

Click here for the “Overall Look at the Survey Feedback Reporting System”. Click here for the “Overall Look at Using Survey Feedback for Reputation Marketing”. Click here for a detailed Q&A document outlining the specifics of the Customer Satisfaction Survey system. Click here to see copies of the seller and buyer surveys. Click here for a document explaining how to increase the survey response rate. Click here for a sample Broker communication to Managers. Click here for a sample Management communication to Agents. Click here for a sample Broker communication to Managers and/or Agents.

BB#1 IV.

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