WAV Group Customer Experience Index

BEST MLS Awards

The WAV Group Customer Experience Index sets industry-wide customer satisfaction standards for MLSs.  

Participants scoring in the top half of each key performance indicator (KPI) are named BEST MLS and awarded badges to recognize their hard work and contributions to the local real estate communities they serve.  



WAV Group BEST MLS Badges

Congratulations to all the WAV Group Customer Experience Index participants for their hard work and dedication to making their local markets better. 



7 Key Performance Indicators

WAV Group Customer Experience Index is designed not just to rate the local MLS, but to uncover the key driver behind those scores so that all participants can improve their operations.  Each KPI includes a series of exploratory questions to give unmatched depth of insight into each category.  

Overall

The overall category helps us assess the general sense of value and engagement subscribers feel towards their local MLS.  We also include a Net Promoter Score and for those that subscribe to multiple MLSs, an opportunity to compare. 

Customer Service

Customer service, or member support, is all about people. We examine usage rates and the quality of support given.

Training

From broker office meetings to market-wide Zoom webinars, we look at training engagement and the hurdles to access that agents are facing.

Technology

Integrated platforms for marketing properties and managing transactions are an important value-add for MLSs. We assess engagement levels and satisfaction with the suite of tools provided.

Data Quality

The listing database is a central function of the MLS. We collect feedback from all stakeholders, but appraisers specifically, who often require the highest level of accuracy in the data.

Responsiveness

We take a close look at the level of confidence and connection subscribers feel toward the leadership and MLS staff.

Lead Generation

As small business owners, brokers and agents need a steady pipeline of new clients. We look at the role the MLS can and should play in providing these opportunities to the local subscribers.

Schedule an introductory call with Marilyn Wilson to learn how your organization could be a  BEST MLS

BEST MLS Methodology

The BEST MLS awards are determined using local subscriber satisfaction ratings, from WAV Group Customer Experience Index (CXI) participants, on a scale from 1-10 for each of the seven key performance indicators (KPIs). The average scores in each market are combined to set the average rating for the entire program. MLSs with an average KPI score at or above the national average are awarded a BEST MLS badge for that category.