WAV Group is a leading provider of satisfaction research to a large number of MLSs in the United States and Canada. This type of research is often performed annually by mid-sized MLSs and quarterly by large MLSs. Our satisfaction research is unique in that we support MLSs to benchmark off of their prior performance along with benchmarks against their peer group.
WAV Group does not ever share another MLS’s data with any other MLS. But we do extract observations about what strategies are most effective at improving satisfaction in areas where MLSs are weak. As we have voiced on many occasions, the number one way to crush subscriber satisfaction with MLS services is to change MLS systems. Circumstances being what they are, switching MLS systems is a necessary tactic to serve the long term needs of agents and brokers. CoreLogic’s sunset of the MLXchange system has caused an enormous number of conversions. Since change of any type (for better or worse) causes a reduction in customer satisfaction, there is very little that any MLS can do about it. However, we have seen some do better than others.
MLSs that have the most successful conversions tend to be those who have full-time training, a full-time help desk, and direct contact with the subscriber.
MLSs that have the least successful conversions tend to be those who outsource training, the help desk, and direct contact with the subscriber to Associations of REALTORS®.
Before you have a heart attack, please appreciate that I am speaking in broad-brush Continue reading