Zillow Announces New “Best of Zillow” Customer Feedback Program

Zillow Announces “Best of Zillow” Program

Empowering Agents to Deliver Exceptional Customer Experiences and Transform Their Businesses Through Data, Feedback.

Zillow® Group, Inc. announced Best of Zillow, a data-driven system based on customer feedback that will highlight and reward agents who provide exceptional customer service, while continuing to give the home buyers and sellers visiting Zillow Group sites an experience they can trust.

Best of Zillow was announced at the Zillow Group Premier Agent Forum in Las Vegas, Nevada. The Premier Agent Forum is an annual event that brings together nearly 2,000 Premier Agents to meet with Zillow Group executives and learn from other real estate experts about the latest industry trends.

“At Zillow Group, we’re obsessed with giving home shoppers an exceptional, streamlined experience–and we know the very best, most successful agents are, too,” said Greg Schwartz, President, Media and Marketplaces at Zillow Group. “Those great agents are the future of real estate, which is why we’re highlighting, celebrating and empowering them through Best of Zillow, using feedback that comes directly from customers.”

“It’s an exciting time to be a Premier Agent because Zillow is delivering on new innovations for the program that help me build my business. I’m committed to being a step above the rest when it comes to providing value and a great, personal experience for home the buyers and sellers I work with, and Best of Zillow is a way for me to stand out among the crowd.”

-Parker Pemberton, Pemberton Homes, Coldwell Banker.

Best of Zillow’s data-driven system will give agents visibility into the home shopper’s journey, providing insight into which behaviors drive success and which don’t — via real-time anonymous feedback from consumers throughout the transaction process. This new scoring system will, over time, reward and promote great agents who have a track record of making customers happy. The Best of Zillow program will roll out in phases, starting today, and will be fully live in early 2019. Key features of the program will include:

A customer experience report, based on anonymous, aggregated customer data, providing agents with a tool to help gauge personal or team performance with customers, along with suggestions to help them improve tools and training focused on the behaviors that drive customer satisfaction. Opportunity to be in an elite tier of agents who will receive added marketing benefits and designated “Best of Zillow” or “Best of Trulia” on their profile, based on customer satisfaction.

The Best of Zillow announcement comes months after the rollout of a new Premier Agent program that focuses on connections, or live introductions between agents and home shoppers in real time. Zillow Group’s 2018 Housing Trends Report found that agent responsiveness is the number one driver of consumer satisfaction, and through these improvements, home shoppers have been able to connect with an agent 97% of the time. In fact, since the implementation of the new Premier Agent system, consumers say they are three to four times more likely to work with the agent they connect with.

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