Keller Williams has been crowned the top real estate agency for customer service in Newsweek’s new survey, America’s Best Customer Service 2019.
To conduct the survey, Newsweek worked with data firm Statista to reach over 20,000 U.S. consumers who purchased or used services from these brands about their experiences. The firm collected around 100 different customer evaluations for each brand in the survey, consisting of 132,954 total evaluations. Customers were asked to rate the brands across five different attributes:
Quality of communication: Measures whether the contact (via e-mail, telephone or face to face) was friendly or polite.
Technical competence: Measures the quality of information received and whether questions were answered correctly and in sufficient detail.
Range of services: Measures whether one’s personal expectations and requirements were fulfilled.
Customer focus: Measures whether a personal concern/requirement was addressed with a tailored/specific solution.
Accessibility: Measures the availability of customer service in a shop or on a helpline.
These ratings were combined with industry standard Net Promoter Scores (NPS) collected from each customer (“how likely is it that you to recommend [brand] to a colleague or friend,”) to arrive at a total score between 1 and 10 (higher is better).
