For four years now, WAV Group, leader in customer satisfaction research, has offered the WAV Group Customer Experience Index, a program that provides in-depth local insights, industry-wide anonymous benchmarking and recommendations for improvement.
The real power of the WAV Group Customer Experience Index isn’t just in the benchmarking versus other MLS markets. It’s in the conversations that happen when an organization looks at its results and asks, “How can we do better?”
This year’s BEST MLS Award winners have been announced. They demonstrate what’s possible when organizations listen to their customers and act on what they hear. Excellence in this industry is a collective effort. We all get better together.
The WAV Group Customer Experience Index has evolved from a measurement tool into a roadmap for continuous improvement. With four years of data, we’re seeing real trends: stronger training programs, more intuitive technology, more responsive customer service, better data quality. These developments aren’t random. They happen when MLSs pay attention to what their customers value and invest accordingly. When one organization improves their training or technology, they’re showing the entire industry what’s possible. A rising tide lifts all boats as they say.
What the BEST MLS Badges Represent
The BEST MLS badges recognize performance at or above the national average in seven areas: Overall Satisfaction, Customer Service, Training, Technology, Data Quality, Responsiveness, and Business Generation. The feedback comes directly from the agents, brokers and appraisers using these systems every day.
This year, we’re introducing a new category – the BEST MLS Most Improved, recognizing the MLS that demonstrated the greatest year-over-year improvement in customer satisfaction. This is what the Index is really about: not just where you are, but where you’re going. Excellence is a journey, not a destination. Significant progress requires leadership, focus, and a willingness to challenge the status quo.
The Power of Learning From Each Other
Participating MLS leaders come together in Master Mind groups to share what’s working and learn from each other. This is where the real magic happens.
These conversations are about collaboration, not competition. One MLS shares how they revamped training. Another discusses a technology implementation that transformed customer experience. A third offers insights on responsiveness. The collective wisdom is extraordinary and it’s one of the most powerful parts of the program.
What Success Really Looks Like
To every MLS that participated in the 2025 Customer Experience Index: thank you. Your willingness to ask for honest feedback and use it to drive change speaks volumes about your commitment to excellence.
To this year’s BEST MLS Award winners: congratulations. You’ve earned this through consistent performance and unwavering focus on customer satisfaction.
The real measure of success isn’t individual achievement. It’s collective progress. That’s what the BEST MLS Awards celebrate, and that’s what makes all of us better together.
If you’re ready to commit to customer service excellence and continual improvements in engagement and satisfaction, we would love to talk to you. Please book a short demo with our team.
