Client Survey Results
We are committed to creating value that increases the competitiveness of our customers through an integrated digital marketing solution and superior quality and services. As part of our ongoing efforts to provide the best possible service to our customers, we conduct regular, on-going customer satisfaction surveys known as Net Promoter Score (NPS).
How Net Promoter Scoring Works
The NPS system goes beyond testing how satisfied a customer is with a company; it’s designed to test if someone likes our brand enough that they would recommend our services to others. In other words, the person isn’t merely “satisfied” with our company—by telling others about our brand, the person is effectively marketing our company’s services.
The Net Promoter Score system uses one basic question to measure customer loyalty:
“How likely is it that you would recommend our organization to a friend or colleague?”
Customers are asked to rate their likelihood of recommending HomeActions to a friend or colleague by using a 0-10 point scale. The number on the scale that a customer chooses is then classified into one of the categories: “Detractors,” “Passives,” and “Promoters.” Comments are also sought to identify specific issues that a customer likes or dislikes about our service. We then take immediate action to eliminate any problem areas.
Detractors
0 – 6
Passives
7 – 8
Promoters
9-10
Nearly Half Of Our Clients Who Responded To Our Survey Scored Us At A 9 Or 10
For those clients who fall within the “red zone” on our survey results, we proactively contact them to find out what we can do better. We are regularly seeking to improve our Net Promoter Score with all our clients.
Benefits of Net Promoter Scoring
Using the Net Promoter Score, HomeActions is held accountable for the level of service and the overall experience being delivered. By asking just one question, we open the doors up and get unbiased customer feedback that lets us know what our customers really think.
Measure, evaluate and build customer loyalty
Increase customer satisfaction
Create more customer advocates
Get more customer feedback by closing the loop on customer likes and dislikes
Reduce customer churn
Drive revenue growth and boost customer lifetime value
As CEO of HomeActions LLC, I firmly believe that long-term customer satisfaction is the cornerstone of business success. We are committed to creating value that increases the competitiveness of our customers through an integrated digital marketing solution and superior quality and services.
As part of our ongoing efforts to provide the best possible service to our customers, we conduct regular, on-going customer satisfaction surveys known as Net Promoter Score (NPS). The NPS system goes beyond testing how satisfied a customer is with a company; it’s designed to test if someone likes our brand enough that they would recommend our services to others. In other words, the person isn’t merely “satisfied” with our company—by telling others about our brand, the person is effectively marketing our company’s services. The Net Promoter Score system uses one basic question to measure customer loyalty: “How likely is it that you would recommend our organization to a friend or colleague?”
This Is What Our Clients Have To Say About HomeActions
Berkshire Hathaway
Survey responses from our clients at Berkshire Hathaway Homeservices.
“I think HomeActions is a good way to stay in front of our clients with minimal work.”
“I think HomeActions is a good way to stay in front of our clients with minimal work.”
“Good articles, and helpful staff.”
“Consistent contact with my clients.”
“it brings me buyers & sellers!”
“Good information, good pictures and localized where we need it.”
“unique marketing piece; part of essential top of mind awareness strategy.”
“Everything is great!”
“I just recommended you to a colleague. Thanks for making newsletters easy.”
“It’s easy and helpful. I like the articles, my clients like it.”
“I like the option to put in my own articles.”
Century 21
Survey responses from our clients at Century 21.
“It is a real time saver to keep connecting with clients.”
“Customer service is excellent!”
“It’s a good networking tool and it allows you to gauge the customer interaction.”
“It is a real time saver to keep connected with clients.”
“Great tool for keeping you front of mind to your clients.”
“So easy to provide good content to my SOI and stay in front of them every month.”
“So easy to provide good content to my SOI and stay in front of them every month.”
Coldwell Banker
Survey responses from our clients at Coldwell Banker.
“Great articles.”
“The content has value to all, in homes, apartments or living with someone! Not focused on selling anything but helping.”
“Our clients have commented that the articles are very helpful.”
“The content has value to all, in homes, apartments or living with someone! Not focused on selling anything but helping.”
“Our clients have commented that the articles are very helpful.”
“It’s so easy to write a lead article each month and “touch” our contacts.”
“The content has value to all, in homes, apartments or living with someone! Not focused on selling anything but helping.”
“You have the most fabulous, responsive and creative support staff!”
“I love it, its easy, affordable and my customers seem to really enjoy receiving the newsletters.”
“The information is helpful.”
“Already made my money back on a three year subscription.”
“Very little work required on my part. It’s a great email marketing tool.”
“Love the articles…have heard from people I hadn’t talked to in a long time that are on my email list!”
“Good articles- good client response.”
“It works! Keeps your clients in mind.”
“Something I know will get out to my clients, even when I forget about it. Keeps me in their minds.”
“You do everything to keep my life less complicated.”
“easy to do. a no brainer. Support staff excellent.”
“must to have for keeping in touch with customers.”
“I do not have the time to do this so it it’s great time saver for me.”
“it is easy, articles are good, looks professional.”
“I feel that it is worth the money.”
“I like the newsletter content and the ability to change things in it. Getting the contacts in is pretty easy.”
“Great tool to keep in touch with your email database on a regular basis…easy to use and good support.”
“Automatic contact monthly with our clients!!”
“Automatic distribution of quality stories.”
“Lower price. More articles.”
Keller Williams
Survey responses from our clients at Keller Williams.
“Great touch! Love the reminders so I can personalize the newsletter if I want to.”
“easy to use, great articles, well liked by client base.”
“Love the consistency, content and customer support.”
“Good communication and reaching out.”
“Easy to use, great articles, well liked by client base.”
“I like keeping contact with my clients.”
“Nothing, you guys are awesome! May is always willing to help me & always has a resolution to my problems.”
“I’m very pleased with you content and response time to my questions and requests.”
“I am not sure how to make it better!”
“I’m very pleased with your content and your response time to my questions and requests.”
“Ease of use and quality of information.”
“It is easy for me, professional, and keeps your name and face in front of potential customers.”
“Easy , i can almost forget about it.”
“It’s an easy touch to stay in touch with clients.”
Long & Foster
Survey responses from our clients at Long & Foster.
“the articles- people like them.”
“good information.”
“Good articles! Good feedback from clients!”
“It is easy to use & keeps your prospects engaged.”
“I like the layout of the newsletter, its visually appealing and easy to read. And I like to see who’s reading what.”
“Quality information in each issue and eye catching layout.”
Re/Max
Re/Max
Survey responses from our clients at Re/Max.
“Quick Accurate Service!”
“This has been a very good investment into my business. It allows me to stay in regular contact with past clients and future clients.”
“Their team contacts me occasionally to assist me in updating my contacts.”
“Just continue on with the excellent service that I am getting! Service is something that people talk about but do NOT give. By giving excellent service, HomeActions will always be on top!”
“I am extremely pleased with your services and that of Mary. She is always prompt and always accurate. Thanks so much!”
“Variety of articles, frequency of potential touches.”
“Regular contact, twice a month, with valuable content, sent automatically for us.”
Weichert Realtors®
Survey responses from our clients at Weichert Realtors®.
“It can be hands on or it can work on it’s own. Either way is terrific.”
“Very interesting, informative and timely articles.”
“It has great articles and your customer service is non to beat.”
“It can be hands on or it can work on it’s own. Either way is terrific.”
“Ease of use, dependable.”
Survey Responses From Other Real Estate Agents
“April in Customer support is extremely helpful and I enjoy a lot of the different articles.”
“Gets results. One newsletter and 2 leads so far.”
“Makes keeping in touch easier. My clients especially like the connection to local events.”
“They do what they say they will do, and more so!”
“Customer service is excellent.”
“Bi month contact and timely articles! I wish I had more time to update my articles! Great way to keep in contact!”
“easy to use platform.”
“Makes keeping in touch easier. My clients especially like the connection to local events.”
“I love the content and look of the newsletter.”
“Great content and great way to reach out to clients.”
“Effective marketing you can customize.”
“Keeps people informed about home ownership without a push for buy buy buy and sell sell sell.”
“Gets results. One newsletter and 2 leads so far.”
“I like that they see my picture as soon as they open the email.”
“Very informative for readers and best way to keep in touch with clients.”
“they do what they say they will do, and more so!”
“Easy to use, dependable, great customer service!”
“Ease of set up.”
“I am very pleased.”
“I’m very happy!”
“It would be great if newsletter could be converted into a printable version as well.”
“Love my HomeActions!”
“I have recently added a membership to Industry Newsletters for my law practice and I would love it if I could incorporate the two but otherwise, very happy.”
“Everything is great! Customer service is very responsive.”
“Just continue with the excellent service that I’m getting! Service is something that people talk about but do NOT give. By giving excellent service you will always be on top. Thank you again!”
“It’s easy to brand and include our own copy.”
“Good content and simple platform, especially for a single agent or small team operation.”
“You reach out to all of our customers and we could never do that on a regular basis. I have been in real estate for 32 years and I think this is the best thing at a good price to keep in touch with customers.”
“Always very helpful and get things done in a timely manner.”
“I can’t think of anything that I would change. I like it, especially the back end.”
“HomeActions reaches out to all our customers and we could never do that on a regular basis. I have been in Real Estate for 32 years and I think this is the best thing at a good price to keep in touch with customers.”
“Great way to contact clients without being too intrusive.”