The first step in exceeding your MEMBERSHIP’S EXPECTATIONS is knowing those expectations.
Customer Experience Index for MLS
Largest Industry Study on Satisfaction
WAV Group has the experience to ask the questions that matter and the industry perspective to provide meaningful insights into your survey results that enables you to improve your customer experience. With ~250,000 real estate professionals represented each year, your organization benefits from an unmatched national sample of the key drivers of agent and broker satisfaction.
BEST MLS Awards
Many industries have standardized KPIs that help to inform management on their performance, like the US News and World Report ranking of Best Hospitals. Similarly, the annual WAV Group Customer Experience Index has established the standard for MLS organizations industry-wide.
BEST MLS badges are awarded to top performing MLS participants each January.
MLS Leadership Mastermind Group
The Customer Experience Index program includes exclusive access to an MLS Leadership Mastermind group. Leaders from across the country gather to share ideas, discuss best practices, and use survey insights to drive innovation. Join this community of forward-thinking leaders.
The Seven Key Performance Indicators We Benchmark
Overall
Training
Data Quality
Business Generation
Customer Service
Technology
Responsiveness
Tell Me About The WAV Group Customer Experience Index
Recent Blog Posts
NWMLS Files Counterclaim Against Compass, Raising Questions About Listing Transparency and Market Access
The lawsuit highlights growing tensions over private listing strategies—and points to a collaborative path forward for MLSs and brokerages. On April 3, 2026, Northwest Multiple Listing Service (NWMLS) filed counterclaims in federal court against Compass, escalating an ongoing dispute over how residential listings are marketed and shared. At the center of the case is Compass’s “3-Phase Marketing Program,” which NWMLS alleges limits broad market exposure and creates an uneven playing field for consumers and competing brokers.
Why the MLS Must Remain the Heart of Data Integrity in Real Estate
If you lead an MLS today, there is a good chance your organization looks very different than it did five years ago. Consolidation is reshaping our industry rapidly, and what started as a local association serving one or two counties is now more likely part of a regional or even multi-state operation. The growth is real and the opportunity is significant. But so is the pressure on the systems that hold it all together.
The Private Listing War Just Drew Government Attention: Washington State Intervenes
A bill that passed the Washington State Senate 49-0 on February 10, 2026, may be one of the most significant pieces of real estate industry legislation in years. Substitute Senate Bill 6091 prohibits real estate brokers from marketing a home exclusively to a limited group of buyers or brokers unless that property is concurrently marketed to the public and all other brokers. The only exception is when privacy is reasonably necessary to protect the health or safety of the owner or occupant.