Setting the Stage
2014
SQI
Survey
2nd Year of Revised Questionnaire
49 questions
31 rating categories
Seven written comment requests
Representative survey sample size of nearly 10% of our subscribers
Survey response rate of 46%, a total of 614 responses -- out of a 1,329 sample size
65,636 total ratings since 2006
4,859 survey responses since 2006
40 pp of written comments
The 2014 SQI survey results were markedly above the “baseline” set in 2006
Above: A survey profile question revealed that 75% of survey respondents were agents, followed by office staff, brokers and appraisers.
Who did we ask? SQI Survey profile
Survey Breakdown
NorthstarMLS.com
Above: 31% of respondents have been in the real estate business for 20 or more years.
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Above: 32% of respondents said they were personally involved in 6-15 transactions last year, while 6% said they did 50 or more.
Above: 73% of survey respondents said they are using the NorthstarMLS Matrix system on a daily basis.
And the Survey Says: 2014 marked the ninth year of the NorthstarMLS Service Quality Index (SQI) Survey, setting all-time highs in several areas, including overall SQI Index which now sits at 81%. The 2014 survey generated the second-most responses in survey history, as respondents rated NorthstarMLS as ‘excellent’ in a variety of performance categories: valued asset to their business (99%), value to their business (94%), meeting professional needs (90%) and overall service (89%). Rating category questions ask respondents to rate an aspect of NorthstarMLS on a scale from 5 (superior) to 1 (poor). When we say something got a certain percent of "Excellent" ratings, which indicates a rating of 4 or 5. Percentage of “5” ratings (superior) have more than doubled from 17% in 2006 to 39% in 2014. The graphs below illustrate who was surveyed in this year’s SQI.
"I was blown away with the results. A little worried that we had done so well last year that we either couldn’t keep it going, or we couldn’t keep improving. I was very pleasantly surprised that we not only kept it going, but we continued along the path of improvement. I remember in the ‘direct mail days’ that if you got a 3 or 4 percent response rate, it was extraordinary. I think it’s important that the response rate for our survey has been consistently at the 40-46% level since we started this nine years ago. Again, it’s a reflection of how important – what we do is to that customer. And it’s a better thing for us to hear back from them as to what we’re doing and how we’re doing it, than us to sit here and think ‘Wow, things are going great -- aren’t we doing a fine job,’ without any kind of performance review."
- John Mosey, NorthstarMLS President & CEO