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Self-Service Tools Improve Customer Satisfaction

In 2012, Century 21 ranked dead last in J.D. Power’s survey of customer satisfaction. But in 2014, Century 21 rated No. 1 in all categories, including first-time buyer, repeat buyer, first-time seller, and repeat seller.

(Boonton, NJ, September 11, 2014) — In a worst-to-first turn-around, Century 21 swept all four top spots in J.D. Power’s latest survey of customer satisfaction.

Century 21 attributes that success in large part to a variety of online marketing and communication tools including its Golden Ruler tool, launched in 2010.

“Golden Ruler is an automated means for our agents to communicate with sellers on exactly what activity is occurring with their listing online — what website it’s on, where it’s getting hits,” says Bev Thorne, Century 21’s marketing director.

Century 21’s tool addresses the age-old consumer gripe that they simply don’t hear frequently enough from their agents.

More on the customer satisfaction rankings, pros and cons of using drones, and how to push back against the Zillow and Trulia merger appear in the September issue of Real Estate Broker's Insider.

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