Q2 Customer Satisfaction (CSAT) Survey
As of today, June 20th, the second quarter CSAT survey is closed. Thank you all for your participation and your candid feedback. Be on the lookout in September for our Q3 survey and subsequent breakdown. Throughout this blog post we will share the results and what you can expect from KWPR in the next 3 months.
The pie chart above showcases all of the feedback we received and categorizes it into various topics. Based on this chart we see that 30% of all feedback was positive.
To get a better understanding of the feedback provided, the positive feedback was removed. In doing so, this leaves us with categories that we can begin working on. Notably, training and communication.
Providing us with positive feedback also helps to let us know the areas that make the biggest difference in your office experience.
Lastly, to address feedback based on retention, we wanted to provide an overview of where agents are going/what they are doing when they leave KWPR. YTD we have an attrition rate of 4.61%, well below industry average.
What to Expect from KWPR in the Next Three Months.
From the beginning, our goal with the feedback shared above was to align our efforts with what you want out of your office. In reviewing this quarter’s feedback we have created a list of things you can expect to see from us based on this feedback.
Training:
A complete training calendar for remainder of 2023 with a brand new planning system.
Communication:
We’ll be leaning more into our daily emails, with an average open rate of 48.7% it beats out the industry average open rate of 32% for mass emails. This means we’ll be revamping the daily email to deliver a clear and concise message every morning. Leadership & ALC care calls will be returning. A brand new office website is in the works! Lastly, the leadership team will begin testing a number of ideas to bring transparency to our day to day roles.
Cost:
A clear and defined value proposition showcasing our current offerings and transparent brokerage comparisons.
Staff Change/Addition:
Mackenzie Harbinson has been named the new Director of Agent Services. Over the next 90 days she will be cross training into her new role.
During this training period, Brynn Ambrister will be covering the front desk. She will simultaneously be training for the role of Director of First Impressions.
Dual Career Accessibility:
With new functionality on our website we’ll soon be able to offer specifically tailored training courses that are recorded and available on demand.
Advanced Training & Development:
Regular meetings with top 20% to discuss specific requests for higher level classes/opportunities.
