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

Understanding subscribers' general sense of value and engagement helps MLS leaders identify the core strengths and weaknesses in their organization. Gain a holistic view of how your subscribers perceive your MLS, uncovering key areas to enhance value and engagement while identifying the most impactful changes to make.

Training

Training ensures subscribers can fully utilize the tools and services offered, leading to better outcomes for their businesses. Discover how to improve training engagement and eliminate barriers to adoption, empowering your subscribers to succeed with the tools and resources you provide.

Data Quality

Accurate and reliable data is the backbone of the MLS, directly impacting subscribers’ ability to make informed decisions. Ensure your data quality meets the highest standards, reinforcing your MLS as a trusted source for accurate and actionable property information.

Business Generation

Brokers and agents rely on the MLS to support their success by providing opportunities to grow their businesses. Uncover how your MLS contributes to subscribers’ business growth and discover new ways to help them generate leads and thrive in the marketplace.

Customer Service

Excellent customer service fosters trust and loyalty, ensuring subscribers feel supported in their business needs. Measure the effectiveness of your member support and uncover opportunities to strengthen relationships, increase satisfaction, and boost usage of MLS services.

Technology

The tools provided by the MLS are essential for helping agents and brokers market properties and close deals efficiently. Assess the impact of your technology offerings, identify underutilized tools, and ensure your suite of services delivers maximum value to subscribers.

Responsiveness

Leadership and staff engagement build confidence among subscribers, demonstrating that their concerns and feedback are heard and addressed. Evaluate how connected and confident your subscribers feel with your leadership, enabling you to build trust and foster a stronger sense of community.

Tell Me About The WAV Group Customer Experience Index

Recent Blog Posts

Why FSBO sellers lose money and why MLSs should share this research

November 13th, 2025|Comments Off on Why FSBO sellers lose money and why MLSs should share this research

FSBO sellers often underestimate the time, risk, and complexity involved. When things go wrong, they usually lose far more than the commission they intended to save. The research makes this clear, and MLSs are in a strong position to amplify that message to the industry.