Written comments from respondents are invaluable and over the past two surveys, there’s been an increase in the amount we receive. This is largely due to an increase in written comments requested in the survey, so in 2013 we increased from one written request to six of them. Written comments continued to climb in 2014 with a total of 467, which is up 7% from last year (439 written comments). Of the comments, 23% were positive, 55% were constructive, 8% were negative and 14% other.
By the
Numbers
“I was impressed with the number of written comments that were constructive. As you read in between the lines, if you will – the sentiment that seemed to be driving those comments were that they wanted to help us make the service better for everybody. I think it has a multiplier effect on the ratings. You look at the ratings and you think ‘great, we are scoring an average of 4s or 5s in a certain category’. You want to know why. Then you get this detail that is added to the numerical scale, it really has this multiplier effect of giving us a greater depth of understanding of how we are being assessed in those categories.
I think obviously it’s a reflection of the interest that our customers and subscribers have in the service we provide them. It also in a way is a reflection on how important it is to their business lives that we understand how we can do better, what we’re doing well and how we can improve their work lives. It’s in their best interest to turn around and respond to the survey because it really does show up in their work lives.”
- John Mosey, NorthstarMLS President & CEO
Above: The graph is a snapshot showing our improvement in key service areas. We strive to get the lines as high as possible towards the 100% excellence mark. The blue line represents our first survey year, 2006. The green line is last year, the red line this year. In particular, the graph shows substantial improvements to the tax and add/edit systems. Overall service quality (the two points on the right side) have been consistently high in recent years.
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Written comments
14176
# of ratings provided in 2014, which was the highest ever
39
% of 5 ratings (superior) in 2014, which has doubled since 2006 (17%)
87
% of respondents that rate the Help Desk Overall Service Quality as 'Excellent'
51
% of respondents are using an Apple mobile device; 39% Android
71
% of respondents that rate the helpfulness and clarity of Rules and Regs explanations as 'Excellent'
Written Comment Submissions at All-Time High