We’re Here for You: Help Desk and Rules Enforcement Performance Data January – June 2023

Help Desk

The Help Desk team logged more than 11,300 in the first half of 2023. This is a 25% reduction in the call totals from the first half of 2022, due to the 2022 launch of Matrix One Home.

During this period the Help Desk has a satisfaction rating of 98.6% with 2,390 of 2,423 survey responses being positive. The overall average wait time for a caller was just 12 seconds.

Average Calls by Day of Week

Midweek continues to be the busiest days for calls with Tuesdays leading with an average of 93 calls a day. Weekends remain low as NorthstarMLS is not open for those days and on-call after hours service is in place.

Average Calls by Hour

Peak call times tend to be mid-morning hours with most being received between 9:00 am and noon. Early afternoon dipped slightly but stayed steady until about hour 16 (4:00 pm).

What are subscribers calling about?

Editing a listing in Add/Edit was the top reason subscribers called, with the Help Desk team assisting 1,428 callers. We also received 448 requests for assistance adding a listing in Add/Edit. A brief Add/Edit application outage in January and March resulted in an additional 395 calls.

In addition, subscribers requested assistance with Matrix auto emails (448 calls) and the Help Desk team referred 507 calls to local Associations for membership assistance.

NorthstarMLS Data Compliance

The Rules & Regulations team sent 6,905 compliance notices during the first half of this year. This is a 25% reduction in notices from the first half of 2022, due in part to an 18% reduction in new listings during the same period.

With 3,024 violations, updating listings Pending > 7 Days Past Close remains the most common violation, followed by Incorrect, Incomplete Data (1,784 violations) and Remarks Violation (966 violations). During this period, 98% of all rules violations resulted in no fine to the participant and produced more complete and accurate listing information.

Need Help or Have Questions?

The NorthstarMLS Help Desk is here to help with your questions and concerns. Available 8:00 am – 5:00 pm Monday – Friday, they can be reached at help@northstarmls.com or 651-251-5456 (1-877-251-5455).

For Rules & Regulations questions, check out the great information addressing important compliance topics including Photos, MLS Field Requirements, Virtual Tours, General Rule Policies, Rules Statistics and more! Check them out today at our Rules + Regulations Site or contact us at rules@northstarmls.com.