eXp Realty is improving every day as a result of listening to feedback and the needs of our agents and staff. Our transparent and agile approach to change is made possible in part by employing the Net Promoter Score, which is a widely used metric to indicate customer satisfaction.
Also known as NPS, this simple survey builds the foundation for company-wide change. Although it only takes a few minutes to complete, its results lead to long-term solutions. In the company of other industry leaders such as Apple, USAA, and Southwest Airlines, eXp uses Net Promoter Score to measure satisfaction and collect candid feedback on what we are doing well and what we can do to improve.
Since implementing NPS in 2019, eXp has raised its overall score from the mid-60s to consistently maintain a world-class score between 70 to 80 out of 100. Anything over 50 is considered excellent.
“We want to make sure our agents are having exceptional experiences,” said Glenn Sanford, Founder, CEO and Chairman of eXp World Holdings. “Our long-term objectives are shaped by their feedback. We want them to know that their success is our success; there is no eXp without our agents.”
NPS Asks Two Main Questions
eXp asks two main questions quarterly to determine satisfaction. They are:
- On a scale from 0 to 10, how likely are you to recommend eXp to a friend or colleague?
- What most influenced you to give us this score?
While the first question calculates the overall NPS score, the second question is crucial to identifying how to improve.
“One of the great things about NPS is that open-ended question; it really allows the agents to drive the content,” said Rebecca Eytcheson, eXp’s Net Promoter Systems Analyst. “That’s the big difference between NPS and other surveys. We can really shape the whole experience based on what they need, not what we think they need.”
Sent out to agents and staff on a rolling basis, NPS survey feedback is being collected from across the company every day — from onboarding to closing an IT support ticket or reaching a quarterly anniversary. The team at eXp reads every survey. This allows them to analyze processes, identify gaps, and address issues or ideas. Because the NPS team is consistently receiving survey responses, they can use that data to improve experiences in real-time. Findings are shared with executives and management at least once a month and often discussed throughout the month across the company’s services.
“NPS helps us make the agent experience so good that they’re actively telling friends and family about eXp,” said Eytcheson. “Because they’re having such a good experience, they can’t help but share what they love.”
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