What You Liked and Our Opportunities to Improve: 2023 Subscriber Survey Results

In mid-November 2023 we launched our annual 2023 NorthstarMLS Customer Experience Index (CXI), working with WAV Group for a second year to gather in-depth feedback from our subscribers about our product offerings and services. In total we received 1,588 responses (a 6.18% response rate) to the CXI.

The NorthstarMLS results, summarized in the infographic below, show a four-point increase in overall subscriber satisfaction score (80) as well as gains in the areas of Customer Service (86) and Responsiveness (77). We continued to hold the same high satisfaction scores in the areas of Data Quality (82) and Technology (80). The survey also provided a lot of qualitative information that is still being reviewed.

Areas for improvement identified in these comments include:

• Providing quicker communication about system issues and downtime
• Offering better integration between the MLS systems and transaction management systems, allowing for auto-population of listing data
• Reviewing the data policy and provide more clarity and education about it
• Providing a bigger voice to subscribers on new products and product changes

The clear insights the survey provides help drive improvements. Advancements tied to 2022 CXI feedback include:

• Making significant headway in enhancing the NorthstarMLS Add/Edit system
• Simplifying the login/password requirements
• Providing more mobile options and speeding the listing input/update process

We’ll have more updates as we incorporate this data into our planning for 2024 and beyond. Thank you to everyone who participated and provided this valuable feedback!