Tag: SQI Survey

Service Quality Index Survey Results

“Achieving excellence is good. Sustaining excellence is great,” – Anonymous

NorthstarMLS recently conducted its eighth annual Service Quality Index Survey. The survey garnered overall subscriber feedback. Recipients were selected on a completely random basis. The results we received this year, and in the past, are invaluable to us and keep us in line with what is working, what needs to be adjusted and what subscribers want to see in the future.

This year we broke down the 2013 SQI Survey results in an interactive online magazine for your viewing pleasure. Take a look at how your colleagues rated the NorthstarMLS system and core services. There’s also a a short video message from 2014 Board Chair, Claire Killen. Take a look at our SQI Survey magazine now!

NorthstarMLS 2013 SQI Survey Results

Click the magazine cover (above) to view the SQI Survey Magazine
(Also is viewable on tablets and smart phones)

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SQI Survey Results: Data Accuracy

Data accuracy and listings quality is important across the online real estate space, prompting many written comments from our SQI Survey respondents. Ensuring the most accurate and clean data for our customers can be challenging and is an ongoing process.

“If I were to put my finger on the one thing that exasperates our customers most, it would be the submission of incomplete and inaccurate listing content that is also not updated properly,” said John Mosey, NorthstarMLS CEO and President. “Our service is intended to foster cooperation that leads to listings getting sold and commissions getting paid.”

We have come a long way in optimizing our MLS listing and tax data. For example, the elimination of misspellings and abbreviations with standard pick lists for cities and lake names. No more searching through 30-40 different spellings of “Minneapolis” or “Lake Minnetonka.”

“We’re all about data integrity and making sure that when people search, they have the best information possible,” said NorthstarMLS Director of IT, Ed Newman. “We developed an application to look at listings daily, find problems, and report them for us to follow up on. That’s been extended with ‘Report a problem with this listing’ feature” [a link below the main photo of every listing that users can click to ANONYMOUSLY report wrong data on a listing].

You can help! List your property accurately and completely. If you see a listing that has wrong information, report the listing to the NorthstarMLS Rules Department. You’ll be helping yourself, your seller/buyer and everyone else using the NorthstarMLS system by ensuring each listing is as accurate, complete and up-to-date as possible.

“Careless or lazy agents undermine the value of the MLS. They waste other agent’s time. They cause consumers to question our competence and professionalism. And, particularly foolish, they submit info to the service that is useless for appraisal purposes. Try to get financing on your sale without an appraisal,” said Mosey.

42% of Survey Respondents Add Written Comments
The SQI Survey allowed recipients to submit written comments. Here are a few that relate to MLS data accuracy:

• “It would be nice to have more policing of incorrect data and listings.”
• “Accuracy has more to do with agent submissions than with the actual program.”
• “It’s only as accurate as the listing agent.”

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Survey Results: NorthstarMLS Help Desk

Had a question or concern with the NorthstarMLS system last year? Hopefully you contacted the NorthstarMLS Help Desk. Perhaps you were one of the 89 % that rated the overall service quality of the NorthstarMLS help desk as “excellent” in our recent Service Quality Index (SQI) survey.

The help desk consists of five technicians who answer an average of nearly 700 calls and emails weekly. “The help desk staff was excited and proud of the survey results,” said Michael Bisping, Director of Customer Service. “We strive to make every customer experience exemplary.” Calls range from easily resolved issues such as a forgotten password, to more complicated issues such as security software that blocks NorthstarMLS from working properly on a laptop.

Survey results revealed that 22% of respondents communicate with the help desk at least 1-4 per month. We hope that this is a sign that our customers are more and more confident and comfortable in using our service and its many features.

42% of Survey Respondents Submitted Written Comments
The SQI Survey allowed recipients to submit written comments. Here are a few that relate to the NorthstarMLS Help Desk.

• “I think the service and quality are excellent. Help desk is outstanding.”
• “Help desk has always been friendly and HELPFUL! (I’ve used many help desks that are nowhere near your caliber!) Thanks!”
• “Overall, I find MLS very user friendly and the help desk is always very helpful.”

Not all written comments were as favorable, but these are far and away most representative of how the 89% of respondents felt.

If you need assistance, the NorthstarMLS Help Desk is available 8-5 PM (Monday-Friday) at 651-251-5456 (or toll free 1-877-251-5455). We’re also available by email athelp@northstarmls.com. You can also check the NorthstarMLS “Tip of the Week” page, which is updated on Monday’s with quick tips on commonly asked questions concerning functionality of the entire NorthstarMLS system. Are you on Facebook? The “Tips of the Week” page can also be accessed through the NorthstarMLS Facebook page.

We will be breaking down the rest of the survey results throughout the course of the next few weeks. Stay tuned.

A Look at the 2012 NorthstarMLS SQI Survey Results
• This Infographic visually summarizes the 2012 NorthstarMLS SQI Survey Results
• In SQI survey, the most common written comments, both positive and critical, were regarding MLS system change. Check out what some customers said regarding MLS System Functionality and Change.

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Survey Results: System Functionality/Change

It was Jim Rohn (Entrepreneur & author) who uttered, “Your life does not get better by chance, it gets better by change.” In our recent Service Quality Index (SQI) survey, the most common written comments, both positive and critical, were regarding MLS system changes. Change can be positive, but also disruptive. We’re never going to change anything that isn’t intended to ultimately improve the lives of our customers. Even though sometimes, the MLS system changes can feel unnecessary, or too much, too often.

“There are new agents entering this business every day that want and need the tools of today and tomorrow – to look after the buyers and sellers of today and tomorrow,” said NorthstarMLS President and CEO, John Mosey, in a recent interview. “We can’t be comfortable with status quo that was designed for yesterday.”

Changes in the coming months include additional functionality in Instanet Lite to make it easier to create quick start groups (forms templates) and improvements to the NorthstarMLS mobile app, including access to the latest Realist tax data.

42% of Survey Respondents Add Written Comments
The SQI Survey allowed recipients to submit written comments. Here are a few that relate to MLS system change.

Positive Comments:
• “I find NorthstarMLS very easy to use, even after the upgrades occur.”
• “Always impressed how the MLS continues to be ‘new and improved’.”
• “I use the NorthstarMLS service more often than the other MLS system(s) I subscribe to. …seems easier than the other systems. I recommend the Northstar system to everyone.”

Critical Comments:
• “There have been a lot of changes this year. Can be a bit of a challenge to keep up.”
• “Too many changes in format. Nothing stays the same. As in all other aspects of life.”
• “Very rapid changes frustrate me often! Would prefer changes be aimed, if can, towards fall/winter time and not in my Spring/Summer market.”

We will be breaking down survey results throughout the course of the next few weeks. Stay tuned.

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NorthstarMLS recently conducted its seventh annual Service Quality Index Survey. The survey garnered overall subscriber feedback. Recipients were selected on a completely random basis. The results we received this year, and in the past, are invaluable to us. They help us understand what we can do better to serve you and remain one of the most well respected MLS’s in the country. We will be breaking down survey results throughout the course of the next few weeks. Stay tuned.

This Infographic visually summarizes the 2012 NorthstarMLS SQI Survey Results. Click on the image below for a larger view.

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