Company News • 07.08.2015

Century 21 ranks highest in customer satisfaction

Across all home buyer/seller segments for a second consecutive year

Century 21 ranks highest in customer satisfaction
Source: KISS Legwear Group

The J.D. Power 2015 Home Buyer/Seller Satisfaction StudySM, now in its eighth year, measures customer satisfaction with the nation's largest real estate companies among customers in four segments: first-time buyers, repeat buyers, first-time sellers and repeat sellers. Overall satisfaction is measured across four factors of the home-buying experience: agent/salesperson; real estate office; closing process; and variety of additional services. In the home-selling experience, the same four factors are evaluated plus a fifth factor, marketing. Satisfaction is measured on a 1,000-point scale.

According to the study, satisfaction is significantly higher when real estate companies meet four key performance measures related to communication. These include receiving a timely response to questions and concerns; being informed at all important contact points; receiving follow-up communications after the close of the home; and being shown sales information for comparable properties. Gaps in satisfaction are substantial across all customer segments when these measures are met vs. when they are not met.

Among first-time buyers and sellers, satisfaction is 125 points higher among buyers and 107 points higher among sellers when they are kept informed vs. when they are not (850 vs. 725 and 839 vs. 732, respectively). Among repeat buyers and sellers, satisfaction is 130 points higher among buyers and 217 points higher among sellers when they receive a timely response to questions and concerns vs. when they do not (851 vs. 721 and 835 vs. 618, respectively).

"Knowing how and when to communicate with customers is essential for real estate companies," said Christina Cooley, director in the diversified services industries practice at J.D. Power. "To satisfy first-time customers, it is really about holding their hand by keeping them informed at key points throughout the purchase or selling process to ease their anxiety. For repeat customers, satisfaction hinges more on the timeliness of the response by their real estate agent when questions or concerns arise with the process."

First-Time Home-Buyer Satisfaction Ranking

  • CENTURY 21 (832) ranks highest for a second consecutive year and performs particularly well in the agent/salesperson and closing process factors.
  • RE/MAX (827) ranks second, on par with industry average.
  • Overall satisfaction among first-time home buyers is 827.

Repeat Home-Buyer Satisfaction Ranking

  • CENTURY 21 (853) ranks highest for a second consecutive year and performs particularly well in all four factors.
  • Coldwell Banker (841) ranks second, on par with industry average.
  • Overall satisfaction among repeat home buyers is 841.

First-Time Home-Seller Satisfaction Ranking

  • CENTURY 21 (841) ranks highest for a second consecutive year and performs particularly well in all five factors.
  • Overall satisfaction among first-time home sellers is 827.

Repeat Home-Seller Satisfaction Ranking

  • CENTURY 21 (835) ranks highest for a second consecutive year and performs particularly well in all five factors.
  • Coldwell Banker (810) ranks second.
  • Overall satisfaction among repeat home sellers is 814.

Source: KISS Legwear Group

related articles:

popular articles:

Thumbnail-Photo: Toshiba spotlights new innovations for empowering retail...
21.01.2019   #mobile payment #payment systems

Toshiba spotlights new innovations for empowering retail

Showcasing its latest solutions, services and innovative concepts at hall 9 booth B42

Visitors to EuroCIS 2019 will learn at Toshiba's booth how every retailer can design his checkout to suit his and the customers' needs. Under the motto "Empowering the Art of Retail", Toshiba will present its end-to-end IT ...

Thumbnail-Photo: retail trends: focus Retail Technology
12.02.2019   #mobile shopping #digital marketing

retail trends: focus "Retail Technology"

Omnichannel commerce, mobile shopping, seamless checkout – technology trends 2019

Would you like to find out about the latest retail technologies and hold something tangible in your hands at the same time?We'll be happy to send you a copy of our print edition retail trends: with the focus on "Retail Technology" ...

Thumbnail-Photo: EuroCIS 2019: from the trade fair to the points of sale...
27.11.2018   #digitization #POS Solutions

EuroCIS 2019: from the trade fair to the points of sale

Analogue and digital elements merge in physical retail

Many digital tools presented at EuroCIS over the past few years, have become indispensable to retail today. Which in-store media asserted themselves and what is so special about them? And, beyond this, which tools and technologies have great ...

Thumbnail-Photo: ISE 2019 to showcase the finest in international AV...
29.11.2018   #event

ISE 2019 to showcase the finest in international AV

All the connections you need at the world’s largest systems integration exhibition

The 2019 edition of Integrated Systems Europe is set to be the largest in the show’s history, with more exhibitors, more floor space, more visitors and more events than ever before. ISE 2019 takes place at the RAI Amsterdam from Tuesday 5 ...

Thumbnail-Photo: Trend 2019: The digitization of the stationary retail trade...
29.11.2018   #digitization #omnichannel

Trend 2019: The digitization of the stationary retail trade

From retail to omnichannel business model

For stationary retailers, it is no longer enough to think individually about e-commerce or other digital strategies. Instead, the focus is on networking online, mobile and offline channels and implementing a multichannel strategy, the so-called ...

Thumbnail-Photo: Toshiba: artificial intelligence for frictionless shopping...
21.02.2019   #self-checkout systems #Trade fair special EuroCIS 2019

Toshiba: artificial intelligence for frictionless shopping

AI, edge computing and smart shelf technology at the EuroCIS 2019

Thumbnail-Photo: Self-service sells
08.02.2019   #touch screens #kiosk terminals

Self-service sells

Kiosks represent an important part of retail’s future

Self-service is growing exponentially in all areas of retail, hotels, restaurants, healthcare and banking environments. Customers increasingly expect self-service technology options and traditional brick-and-mortar stores are no exception. Retailers ...

Thumbnail-Photo: The right payment options for online stores
11.02.2019   #online trading #security

The right payment options for online stores

How you can combat shopping cart abandonment with the right methods

One of the main reasons why shoppers will abandon a purchase is when popular online payment methods are not an option. That’s why online retailers must know what these payment options are. We give you an overview of the pros and cons for ...

Thumbnail-Photo: Posiflex: interactive self-service kiosk systems for the POS...
21.02.2019   #kiosk terminals #self service terminals

Posiflex: interactive self-service kiosk systems for the POS

Going through changes and coming out stronger - Posiflex aquisitions

Supplier

ROQQIO Commerce Solutions GmbH
ROQQIO Commerce Solutions GmbH
Harburger Schloßstraße 28
21079 Hamburg
iXtenso - Magazin für den Einzelhandel
iXtenso - Magazin für den Einzelhandel
Celsiusstraße 43
53125 Bonn
POSIFLEX GmbH
POSIFLEX GmbH
Flinger Broich 203
40235 Düsseldorf
LANCOM Systems GmbH
LANCOM Systems GmbH
Adenauerstraße 20 / B2
52146 Würselen
MobiMedia AG
MobiMedia AG
Rottpark 24
84347 Pfarrkirchen
Permaplay Media Solutions GmbH
Permaplay Media Solutions GmbH
Aschmattstr. 8
76532 Baden-Baden
CCV Deutschland GmbH
CCV Deutschland GmbH
Gewerbering 1
84072 Au i.d.Hallertau
Intenta GmbH
Intenta GmbH
Ahornstraße 55
09112 Chemnitz
Elo Touch Solutions NV
Elo Touch Solutions NV
Kolonel Begaultlaan 1C11
3012 Leuven
Allgeier Enterprise Services
Allgeier Enterprise Services
Westerbachstr. 32
61476 Kronberg im Taunus