2013 sqi survey
results
Overview
2013 was a "Reset" year for the SQI Survey
Revised Questionnaire
More questions
More rating questions
More written comment requests (6)
Representative survey sample size of nearly 10% of our subscribers
Survey response rate of nearly 40%, a total of 460 responses
Our 2013 study gathered more details. This yielded an increase in survey data & respondent feedback.
The year of 2013 was a "Reset" period for the NorthstarMLS Service Quality Index (SQI) Survey. 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, that indicates a rating of 4 or 5. In 2013, there were 53 questions of which there were 35 rating categories, six requests for written comments and one request for 'a word that comes to mind' when thinking of NorthstarMLS.
Above: A survey profile question revealed that 63% of survey respondents were agents, followed by office staff, brokers and appraisers.
Who did we ask? SQI Survey profile
Survey Highlights
3
NorthstarMLS.com
"Year over year since we conducted our first Service Quality Survey, we've improved on our results. Every rating category has received higher ratings from their low or starting point. Some of them, like the Add/Edit function – have gone from being one of our lowest rated, to one of our highest. And that’s a direct response to what we are hearing from the customers. They tell us what they would like to see improved. So we go out and improve it. I think it's the best management tool we've got."
- John Mosey, NorthstarMLS President & CEO
Left: 30% of respondents have been in business for 20 or more years. Right: 50% were involved in more than 15 transactions in 2013.