Back in March we distributed a 25 question member satisfaction survey to all active Broker Owners, Office Managers, Realtors, Assistants, and Appraisers from 24 of our 25 current client organizations. We offered surveys to 42,587 individual users via email and unique URLs, published within the MLS. Responses were restricted by a combination of IP address and login credentials. No duplicate or falsified entries were received. A total of 1,295 responses, or 3.04% of the total, were received. The national average for similar customer satisfaction surveys with 12 to 25 questions is between 1 and 10%. We feel good about our response rate.
Based on all that, we can state the following with 99% confidence and a 3.53% margin of error:
94.05% of Solid Earth end users classify their overall satisfaction with the MLS system as positive.
- 85.41%: Excellent or Good knowledge of List-It’s search functionality.
- 71.04%: Excellent or Good knowledge of List-It’s inventory and maintenance.
- 54.13%: Excellent or Good knowledge of List-It’s CRM functionality.
- 55.13%: Excellent or Good knowledge of List-It’s statistics functionality.
- 58.07%: Respondents are Female.
- 45.71%: Have been members of the MLS for more than 10 years.
- 60.54%: Use a version of Internet Explorer. (versions 7, 8, or 9)
- 16.45%: Using Apple browsers or devices.
- 16.5% – Used Apple based browsers/devices to respond to the survey.
- 14.44%: Have been in the business for between 0 and 3 years.
- 72.04%: Listed Facebook as the most valuable social media outlet to share MLS information.
- 21.31%: Listed Google+ as the most valuable social media outlet to share MLS information.
- 17.73%: Listed Twitter as the most valuable social media outlet to share MLS information.
- 11.00%: Listed My Blog as the most valuable social media outlet to share MLS information.
- 93.67%: Satisfaction with their MLS support from local staff stayed the same or increased.
A few thoughts of takeaway…
Overall, the results are very affirming. The members of the real estate community that our technology services daily have a positive view of LIST-IT, they also really love the people at the local Associations/MLS organizations.
Regarding the education section, one can assume respondents know those technologies that they use the most – or – on which they’ve received the most training – or a combination of the 2. What do the education-related responses mean? A couple of things possibly: You need more diverse training. You need functionality within technology to be more accessible. If it were more accessible, would they be more willing to use it? And do so more frequently? Something to ponder.
The Apple iOS usage was high and not a real surprise. It’s just a matter of time before this percentage encroaches upon the current ‘norm’. When it does, Solid Earth will be ready … we’re already working on it.