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 new “First Look” Status Reflects How Real Estate Actually Works
The new settlement between Northwest MLS and Compass is important for a very practical reason. NWMLS’s new First Look status gives agents and sellers more flexibility to begin building interest in a home while it is still being prepared for sale.Homes are not always either “ready” or “not ready.” Sometimes a property is almost ready, but a few important details still need to come together.
View From the Middle Seat: Creating a More Collaborative Path to Implementation of new MLS Policies
As MLS policy evolves faster, MLSs, brokerages, agents, and technology vendors are all facing new operational challenges. WAV Group examines how earlier collaboration, realistic implementation timelines, education, and phased enforcement can help turn major policy changes into successful market-wide adoption.
The MLS Don’t Want AI Training on Data, But It Happens Every Day
AI browser assistants can now access MLS information through an agent’s authenticated session, creating a data exposure channel that traditional licensing agreements and security controls were never designed to govern. Here’s why MLSs and brokerages need to rethink AI data access — and why governed infrastructure may be more effective than trying to block it.