It’s a challenge we see all the time.

Executives are working hard to improve operations, update technology, and deliver value to members. The Board wants to support those efforts but often has a different sense of what’s working and what’s not.

That disconnect isn’t about politics or poor leadership. It usually comes down to something much simpler: a lack of shared data.

When no one’s hearing directly from the customer, or when feedback is anecdotal and scattered, everyone fills in the blanks based on their own experience. Priorities get cloudy. Meetings become reactive. Major decisions get made without a clear view of what really matters to the brokers and agents you serve.

Customer feedback solves that, but only when it’s structured, benchmarked, and honest.

That’s why we created the Customer Experience Index (CXI). It’s the industry’s most robust customer benchmarking program, built to give MLSs a trusted, repeatable way to track satisfaction, measure impact, and align leadership around what matters most.

NoCoast MLS has been using the CXI program for years. What’s different about their approach isn’t just that they survey their members regularly. It’s that they use the results to drive strategy, not just sentiment.

Their executive team and Board work together to review findings, compare scores to benchmarks across the country, and prioritize the improvements that matter most. That shared understanding has turned customer feedback into a leadership tool.

It’s not just about collecting opinions. It’s about building alignment.

Hear how they did it!

In our upcoming session, Listening That Leads to Loyalty: The Customer Research Strategy That Changes the Game for Customer Satisfaction, NoCoast MLS Director Les Sulgrove and Board President Shaner Magalhães will share how the CXI helped create alignment between staff, leadership, and subscribers and what other MLSs can learn from their experience.

We’ll cover:

  • What the CXI actually measures and how those KPIs support better decisions
  • How benchmarking can make internal conversations more productive
  • Why the Board leaned in once they saw how the data could drive results

If your MLS is navigating internal misalignment, or simply looking for a better way to listen, this session will show what’s possible when everyone is working from the same set of facts.