As the year comes to a close , the metrics we look most closely at are those that are most indicative of market leadership , being competition creation , customer experience and ultimately market share .
The best representation of our efforts to create competition are our auction statistics - during 2021 some 31 per cent of all our listings were auctions and we had 6.5 average registered bidders at our auctions . Far and away our best year for auctions . And we know there is so much more we can do to better promote and measure competition creation .
Our customer feedback told us that we maintained our quality of service this year , yet there is so much more we can do to better listen to more of our customers . Servicing buyers was challenging . How many times did our buyers say to us “ thanks for calling me back ” this year ? This is an area we can improve upon .
Our market share increased from 12 per cent to 12.5 per cent across Australia and New Zealand . Whilst it is the highest it has ever been , we are still very restless for more growth . Interestingly , of the 129 districts across Australian and New Zealand , we are # 1 or # 2 in 88 districts , with the next largest group being # 1 or # 2 in 28 districts .
We will be 120 years old next year . We are committed to retaining the same energy and take the same risks that Ray did all those years ago when opening his business . This means that we will keep trying new things . Some of these will work , some won ’ t , though we will have learned something valuable either way ; and they will always be done with the intention of taking all of our members forward .
We will continue to prioritise the growth of our network , in existing businesses and with new businesses , because we know that it ’ s critical if we ’ re to provide more value and create the best environment for all of our members to thrive . New members bring with them their energy and curiosity , and help to reset our horizons . Growth enables us to invest further into leadership , better systems and technology , whilst retaining our family values . Importantly , it ensures we retain our uniqueness , and so we will be relentless in chasing it .
On behalf of my family , a huge thank you to everyone who made 2021 such a successful year . You deserve a wonderful break with your family and friends and we wish you all the best for the new year .
Dan White Managing Director
2021 BY THE NUMBERS
In total we sold $ 84 billion in unconditional sales (+$ 30B higher than 2020 )
Some 31 % of all our listings were auctions and we had 6.5 average registered bidders at our auctions .
We sold 95,238 properties (+ 18,641 more than 2020 )
Our market share increased to 12.5 % ( from 12 %) across Australia and New Zealand .
We listed 117,956 properties (+ 13,103 more than 2020 )
607,380 online enquiries to our websites
We conducted 290,439 appraisals (+ 65,885 more than 2020 )
49 million online users website traffic to our office pages in total ( up from 44.9 million in 2020 )
39,067 auctions booked (+ 13,970 on 2020 )
88 % of our customers rated our service 9 / 10 or 10 / 10
Source : Network Pulse ( 10.12.21 )
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