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Recognising excellence in customer service: Ray White

At its elite conference in October, Ray White announced its top five businesses and agents leading the way in customer service internationally.

As the Group continues to drive a shift in consumer sentiment in the Australian and New Zealand real estate industry, the Ray White ‘choice’ awards recognise those businesses that are rated most highly by their customers.

From Queensland, Ray White Mooloolaba, Mt Gravatt and Capalaba were all named in the top five businesses. In NSW, Ray White Shellharbour Oak Flats was recognised and New Zealand business, Ray White Tauranga rounded out the top five, out of 1,000 offices internationally.

New Zealand dominated the individual agent awards, taking out all five awards from 9,000 agents internationally. John Quiambao of Ray White Remuera, Rebecca Toone of Ray White Metro, Diane Quinn of Ray White Paiha, Rodney Fong of Ray White Tauranga and Anita Martelli and Tim O’Sullivan of Ray White Rotorua make up the best agents in customer service.

“These awards are arguably the most distinguished within our group, and they are becoming some of the most competitive. As a Group we’ve made a commitment to take our client’s feedback, listen to it and improve from it.

“We’re proud of our 2016 winners, who all provide a world-class customer experience,” Dan White, Director of Ray White said.

The foundation of the awards is Ray White’s customer satisfaction program that is based upon the internationally recognised customer loyalty metric, Net Promoter Score (NPS) – the same metric used by companies such as Apple, Telstra and Uber.

Using a third party, Customer Monitor, to run the program, every Ray White client is surveyed asking the question: ‘How likely are you to recommend your Ray White agent to family and friends?’, and give a rating from 1 to 10.  The NPS system then uses a formula that combines all responses and creates a score from negative 100 to positive 100.

“We’ve run this program for our vendors for three years and we are now in the early stages of surveying buyers to assure our customer experience is balanced across our purchasers and vendors,” Mr White said.

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