While we all focus on shiny tech features, and corporate drama, the driving factor in any real estate business, be it in the field or at a startup, is customer satisfaction. There are endless tools to solicit feedback and ratings from customers, with Zendesk being one of the most popular, and rarely is 100% satisfaction rating earned by any brand, regardless of industry.
But it seems that Goomzee (which is a native mobile MLS app provider and sign rider text messaging lead capture provider) has done just that. After investing a great deal into their customer service, it appears that they’re moving the chains.
Although their customer service scores typically achieves between 93-97 percent satisfaction ratings, consistently beating global averages, they recently achieved 100 percent satisfaction rating with over 81 percent survey response from every closed customer support ticket.
What all is being monitored?
“This is a great accomplishment for our team, and ultimately for our MLS customers, given they offer our products to their customers and trust us to take care of them,” said Mike Sparr, Goomzee’s CEO and founder. “For the past two years we’ve closely monitored these metrics and refined our team, systems, and processes to focus on what matters most to our customers, and I’m thrilled with the results.”
It is of particular note that Zendesk is their chosen help desk system, as it delivers a satisfaction survey after every single closed support request.
The company monitors first response times, ticket backlog, overall ticket volume, as well as customer satisfaction. Sparr notes, “The better our QA team does during product releases, and our design team does to make products easier to use, the lower volume of support requests and we’re historically achieve 50% less issues than global averages.”
Customer satisfaction impacts your bottom line
Customer satisfaction can greatly impact a company’s bottom line and Goomzee’s results blow away industry and global averages. According to Zendesk’s built-in real-time benchmarking, global industry average satisfaction ratings for software companies average 86 percent, and in a 2012 Forbes report, companies with 10-99 employees averaged 84 percent customer satisfaction ratings.
The 2012 Genesys Global Survey that measures global customer service every three years, revealed that $338.5 billion is lost annually due to poor customer service in 16 key economies.
So what are they doing differently?
When asked why others don’t have this high of a rating Sparr told us, “It’s hard to speculate on the operations of others, and how they address or prioritize customer support. Ours starts at the top with our internal processes for product design and development, coupled with our ongoing refinement of support processes and staff training.”
The company takes satisfaction extremely seriously because their goal is to “delight our customers, and their customers, so they recommend us to others and stay customers for life,” said Sparr. “I believe investing in customer service and continuous product innovation pays high dividends long term.”
How to improve on 100%
So what can Goomzee possibly do now to improve, since they’ve maxed out their satisfaction scores? Sparr said, “Simply put, we can try to maintain the high standards. There are other metrics we also track, however, like how long until first response to support request, market penetration, repeat usage, etc.”
Sparr added, “Although we are already well ahead of industry averages, we can improve upon these metrics. We recently added two more team members to focus on further improving those two areas and if we continue to do our job well, we hope to maintain the same high standards in satisfaction ratings and delighting our customers for life.”