I’ve presented the results from a few valuable borrower surveys that give us great insight into the ways first-time and seasoned borrowers view our profession. I continue to highlight these surveys because they drive home how completely crucial it is to keep customer satisfaction high. That starts by understanding what questions and concerns borrowers have; what they perceive as their needs; and how they view our jobs and the individualized service they receive.
The same traits that make a loan officer stand out often apply to realtors as well – and vice versa. Which is why I’m pointing out the results of the J.D. Power 2017 Home Buyer/Seller Satisfaction Study.
Take a look at the latest homebuyer sentiments. Do your best to adjust your performance to meet clients’ expectations, and align yourselves with realtors who share your work ethic and solid reputation.
- First-time buyers are most impressed: Overall satisfaction with real estate companies is higher among first-time buyers, compared with satisfaction among repeat buyers.
- Hand-holding is worth it: Satisfaction is strongly influenced by the amount of time agents invest in providing customers with quick responses to questions and concerns vs. when they are not kept informed.
- Word-of-mouth is still vital: First-time home buyers report good reputation and recommendations from friends, family and colleagues as the two main reasons for selecting a real estate company. More than 35 percent of first-time buyers indicate they chose their real estate company based on its reputation, while 24 percent of first-time buyers made their selections based on recommendations.