WAV Group Customer Experience Index
BEST MLS Awards
The WAV Group Customer Experience Index is the largest industry study on agent and broker satisfaction and sets industry-wide customer satisfaction standards for MLSs.
MLS Organizations can earn a BEST MLS Badge in any or all of the 7 key performance indicators. The goal of the WAV Group Customer Experience Index is to help make all MLSs better and celebrate the hard work and dedication of all the great MLSs out there today.
Congratulations to all the WAV Group Customer Experience Index participants for their hard work and dedication to making their local markets better.
7 Key Performance Indicators
WAV Group Customer Experience Index is designed not just to rate the local MLS, but to uncover the key driver behind those scores so that all participants can improve their operations. Each KPI includes a series of exploratory questions to give unmatched depth of insight into each category.
Overall
The overall category helps us assess the general sense of value and engagement subscribers feel towards their local MLS. The feedback and open ends in this section often uncover the most impactful insights.
Customer Service
Customer service, or member support, is all about people. We examine usage rates and the quality of support given.
Training
From broker office meetings to market-wide Zoom webinars, we look at training engagement and the hurdles keeping agents from taking advantage of the opportunities available.
Technology
Integrated platforms for marketing properties and managing transactions are an important value-add for MLSs. We assess engagement levels and satisfaction with the suite of tools provided.
Data Quality
The listing database is a central function of the MLS. We collect feedback from all stakeholders, but appraisers specifically, who often require the highest level of accuracy in the data.
Responsiveness
We take a close look at the level of confidence and connection subscribers feel toward the leadership and MLS staff.
Business Generation
As small business owners, brokers and agents need a steady pipeline of new clients. We look at the role the MLS can and should play in providing these opportunities to the local subscribers.
BEST MLS Methodology
The BEST MLS awards are determined using local subscriber satisfaction ratings, from WAV Group Customer Experience Index (CXI) participants, on a scale from 1-10 for each of the seven key performance indicators (KPIs). The average scores in each market are combined to set the average rating for the entire program. MLSs with an average KPI score at or above the national average are awarded a BEST MLS badge for that category.
