Century 21 tops customer satisfaction table

Century 21 has been ranked the best brokerage at customer satisfaction in the US by a new study released today. The J.D. Power 2015 Home Buyer/Seller Satisfaction Study measures customer satisfaction with the nation's largest real estate companies among customers in four segments: first-time buyers, repeat buyers, first-time sellers and repeat sellers. Overall satisfaction is measured across four factors of the home-buying experience: agent/salesperson; real estate office; closing process; and variety of additional services.

According to the study, satisfaction is significantly higher when real estate companies meet four key performance measures related to communication. These include receiving a timely response to questions and concerns; being informed at all important contact points; receiving follow-up communications after the close of the home; and being shown sales information for comparable properties. Gaps in satisfaction are substantial across all customer segments when these measures are met vs. when they are not met.

Among first-time buyers and sellers, satisfaction is 125 points higher among buyers and 107 points higher among sellers when they are kept informed vs. when they are not. Among repeat buyers and sellers, satisfaction is 130 points higher among buyers and 217 points higher among sellers when they receive a timely response to questions and concerns vs. when they do not.

Century 21 ranked highest for the second year in a row across all four areas.