As we examine the results of this year’s Subscriber Satisfaction Survey, it becomes clear that COVID-19 has had a tangible, if not surprising, effect not just on home viewing, buying, and selling, but also on how our industry learns and interacts. 

In 2019, most RMLS™ training took place at either one of our facilities (40.1%) or one of your offices (30.5%). The number of classes offered were limited this year due to the pandemic, and those figures fell to 13.8% and 18.1% respectively. With in-person options less available due to safety concerns, our subscriber community successfully adapted by adopting online alternatives.

The use of online webinars jumped an impressive 16.4%, with nearly one-third of subscribers who sought training opting for this format. The use of online tutorials also rose 8%. The data from the survey doesn’t show similar increases for all methods of distanced communications – email use stayed at 14%, while the use of the phone to speak to our Help Desk and Training Staff actually decreased by 3%, suggesting that our subscribers recognized a need to utilize online tools across their business practices. 

With additional communication formats increasingly available online, such as our live chat option within RMLSweb and Paragon or our ‘Real Talk’ podcast, it will be interesting to see if these trends are a temporary reaction to the current pandemic, or the beginning of a broader shift to online channels for our community training and communications. If you have any questions, or wish to learn more about any form of training or help available to you, please give us a call at 877-256-2169 or email helpdesk@rmls.com.

Our subscribers have spoken, and RMLS™ will be poring over every comment in the coming weeks. Over 2,700 subscribers took the 2016 RMLS™ Subscriber Satisfaction Survey, doing their part to voice their opinions and help us guide the organization into 2017.

This annual survey is crucial in the RMLSweb development process, as subscriber feedback can lead to RMLSweb improvements the following year. Data from the survey also helps set priorities for the organization as a whole, identifies areas of improvement in each department, and acts as an overall indicator of how the organization is performing.

Detail-oriented subscribers may have noticed the rating system change from a five-point to a ten-point scale this year. This was at the request of the RMLS™ Board of Directors. While this change eliminated the safety of a “neutral” option, doubling the number on a past survey response offered an easy way to compare results from previous years.

How did RMLS™ fare in this challenging year? Let’s have a look at a couple of key questions.

OVERALL SATISFACTION

RMLS™ subscribers rated their overall satisfaction as an 8.4. Adjusted for the new rating system, the overall score on this same question in 2015 was 7.6.

Opinions about every single survey question varied wildly, and this big question was no different.

Comments:
“RMLS™ always does a great job responding to my questions or problems.”
“Better than it’s ever been, but still not rockin’ it.”
“Very friendly staff, just a bit costly to me, being a new agent.”
“If I was more familiar, it would be more valuable.”
“I would like to see more ‘appraiser friendly’ search options.”
“Perfect service.”
“I am a member of three other MLS services and RMLS™ is head and shoulders above them all.”
“Darn close to invaluable.”

RMLSWEB PROJECTS THAT HELPED YOUR BUSINESS

RMLS™ released several improvements to RMLSweb since the previous survey. Few of these changes impacted all 13,000 subscribers the same way, but taking metrics gives us information on where RMLS™ got the most bang for its development buck.

Ten projects were listed, with the scores ranging from 7.1 to 8.9. Topping the list at 8.9, the clear winner was the new RMLSweb photo loader, capable of loading up to 36 images for each listing. Listing View Counts Emails followed with an overall score of 8.4. Increasing the frequency of auto-emails placed next on the list at 8.2, with prospecting notification frequency and roster improvements both landing at 8.0.

OREF/zipForm integration showed up at 7.8 and RPR single sign-on at 7.7. Next, RPR flyer integration and the new RMLSweb mapping system tied at 7.3, with the new photo watermarks closing the list at 7.1.

In 2015, RMLS™ listed four system improvements, with ratings (adjusted) ranging from 6.6 to 7.0.

Comments:
“I hate to admit that I didn’t know about most of these, but am looking forward to learning more about them!”
“The new mapping system is nice!”
“The new mapping tool is okay.”
“Not a fan of the new maps.”
“Anything new in regards to photos/logos/editing is always helpful.”
“I love the increase in photo count!”
“The photo watermarks are great, the virtually staged is helpful too.”
“These questions make me think I need a class as I am not using half of the improvements.”
“While these features sound good, the implementation of them is often clunky.”
“Almost none of this has anything to do with appraisers.”
“LOVE the watermarks – super handy for new construction/purposed homes!!!!!”
“RPR is fabulous! So glad to have it as an additional tool for my use!”
“I think RMLS™ has done a good job, and I appreciate the changes.”
“Thank you!”

THIRSTING FOR MORE?

Respondents were sometimes open about their lack of knowledge about RMLSweb. Perhaps they were unfamiliar with the full suite of features or had no idea an improvement had been made that might make their day go easier.

If you’re wanting more education about RMLSweb, our trainers can help! RMLS™ trainers are constantly teaching subscribers the finer points of RMLSweb in one of the RMLS™ offices, online, and even on the road! Contact the RMLS™ trainers at (503) 236-7657 to discuss your needs and set up an appointment.

Now that the big picture is taken care of, each department at RMLS™ will start digging deep into individual responses over the coming weeks. If you completed the survey, you might hear from us! We frequently contact subscribers to answer a question or clarify a comment before moving forward.

Subscribers who helped us out with this crucial survey by giving us your thoughts, thanks again! We hope the results will help us shape RMLSweb over the next year to make it even better.

This week, we conclude our series featuring subscriber feedback gleaned from fall’s Subscriber Satisfaction Survey. (Check out our earlier posts: How Are We Doing?, How Do You Interface with RMLS™?, and How Do You Get Trained?)

RMLS™ strives to provide great value. In fact, our trainers find that many subscribers aren’t fully aware of the breadth of features available on RMLSweb. Lead trainer Gerry Chasse explains:

One principal broker I recently met put it succinctly: “most agent brokers log on to RMLSweb to learn the few functions they need to gather information for a client, never discovering the multitude of other useful tools this website provides.”

Our Subscriber Relations Representatives, Trainers, and Help Desk personnel repeatedly mention surprised reactions from subscribers, who exclaim “wow!” and “I didn’t know you could do that—is that something new?” when one or several of these tools provide a quick, informative, and efficient solution to a long-standing problem or question. Subscribers who continually examine the various parts of the website and educate themselves about the latest upgrades or changes are those who have the market advantage.

If you’d like to find out more about the capabilities of RMLSweb, check out offerings on the RMLS™ training calendar.

On to the survey…

How would you rate the overall value of the services you receive from RMLS™?

Overall, RMLS™ subscribers rated us a 3.9. Interestingly, the number of 3 and 5 ratings were tied at 738, and there was a strong amount of 4s (525).

Subscriber comments:
• “Without RMLS™ I could not do my job! Plain and simple.”
• “Nothing is perfect! And for the most part this is very good, in my opinion.”
• “I appreciate the Open House hours that you have. The one time that I signed up for a three hour class and I was to only one that showed up. I received personal one-on-one training and learned a great deal. She could have cancelled the class, but did not and that brought my attention to how grateful I am to have the RMLS. Keep up the good job!” [Ed. Note: Open House hours are at our Portland office each Friday from 10am-Noon.]
• “Thank you…I know pleasing all of us is not easy.”
• “My biggest complaint is RLMS not staying current with technology. There are lots of brokers using Apple products and smartphones with bluetooth. It’s time to address compatibility issues with Apple and switch to bluetooth lockboxes.”
• “I find the other websites to be more user friendly and have much higher profiles in search engines than RMLS. I’d like to see it be a marketing tool to advertise to clients as opposed to just an information exchange between agents with the funky rmls.com site for our clients.”
• “I practiced real estate in California and the dues you charge are a fraction of what it costs to be part of the MLS there.”
• “I appreciate the fact that RMLS™ keeps trying to improve. As I mentioned above, I
am personally looking for things which work well, not more things.”
• “I wish all the other mls organizations would consolidate with RMLS, which the
the best of the lot.”
• “The RMLS website has to be Mac friendly, period, it must work with Safari.”
• “PEACE 2 U.”

That’s it for this series. RMLS™ staff has been scrutinizing the results—subscriber feedback will be used by the RMLS™ Board of Directors to determine what projects we take on over the next year. Survey feedback impacts our work around the office every day. We sincerely hope you’ve enjoyed reading results from the 2012 Subscriber Satisfaction Survey!

This week, RMLS™ continues featuring subscriber feedback gleaned from our Subscriber Satisfaction Survey. (Check out our earlier posts: How Are We Doing? and How Do You Interface with RMLS™?)

If you discover something in RMLSweb that you’d like to learn more about, our trainers are ready to help. In addition to holding classes at RMLS™ offices around the region, our trainers regularly hold webinars, or we can come to you!

How did you receive training from RMLS™ in the past year?

Nearly one-third of survey respondents (31.5%) received RMLS™ training at their office. Training via phone came in closely at second (29.1%). Online tutorials came in third (26.9%).  Just under a quarter of respondents (20.5%) have taken a class at an RMLS™ office.

How many times did you receive training from these methods in the last year?

The majority (49.8%) of respondents said they had accessed RMLS™ training once or twice in the past year. “None” came in second place (26.7%). And believe it or not, 33 people said they’ve used RMLS™ training 11 or more times in the past year!

Overall, were you satisfied with the training you recieved?

Our subscribers rated RMLS™ training a 3.7, just under halfway between “satisfied” and “delighted.”

What other types of training or topics would you like to see RMLS™ offer?

Naturally, answers to this question varied wildly. While RMLS™ may not offer a specific class each month, subscribers should keep an eye on the RMLSweb desktop and this blog. RMLS™ frequently posts training opportunities on the desktop, such as our upcoming Cloud CMA demonstration on December 7th. We also feature interesting classes on the RMLS™ blog once a month.

Subscriber comments:
• “Time-saving features of any kind!”
• “Statistical analysis of MLS data.”
• “Statistics for appraisers, architectural styles, proper listing of living areas, and how to better inform your buyer (and appraisers) for agents and brokers.”
• “Possibly more marketing-type classes to draw in new customers.”
• “Just basic training on things we use all the time and could use more efficiently if we had more training. Like Docusign, Listing Load, Zip Forms, etc.”
• “Continuing education training.” [Ed. note: check the RMLSweb desktop page! We post opportunities frequently.]
• “We had a few classes by the RMLS™ instructor at our office that were very helpful. They reviewed how the website works. I always picked up something new from each of those classes.”
• “I would like to see more in Eugene. I haven’t seen anything yet that makes me want to drive to Portland.”

Our series will wrap up next time with our subscribers’ overall experience with RMLS™.

This week, RMLS™ continues featuring feedback gleaned from our Subscriber Satisfaction Survey. (If you’ve not read the first post on the subject, check out How Are We Doing? Subscriber Satisfaction Survey Results.)

Staff members find survey feedback invaluable. At a meeting earlier this week, one of our VPs noted how this survey directly impacts which projects get prioritized as RMLS™ plans for the coming year. We like to share results with subscribers as well, so here are some questions pertaining to how our subscribers access RMLS™ services.

Where do you normally get RMLS™ information?

Almost all (91.6%) of RMLS™ users obtain information through the RMLSweb desktop page. Besides the desktop page, the next largest source of information was the RMLS™ Weekly Report, which is sent via email each Monday. However, only about half of survey respondents (48.1%) claimed to get information this way. The RMLS Help Desk rounds out the top three at 24.9%.

While RMLS™ maintains a presence on Facebook and Twitter, a very small number of people get RMLS™ information that way—likely because that presence is fairly minimal. In the next year, RMLS™ plans to examine that presence in order to improve

Subscriber comments included:
• “I know I can always call and count in you for help!”
• “I think agents…do what is easy—we don’t spend time educating ourselves on new stuff until we have to…but RMLS™ is really trying and that makes me want to try too!”
• “I would like to attend a RMLS training class.” [Ed. note: Check out the RMLS™ Training Calendars, or email training@rmls.com to arrange for our trainers to come to you!]
• “When I am in RMLS, I am in there to work and don’t have a lot of time to read updates.”
• “All agents regardless of title need to read the information that you provide to us.”

Which RMLS™ office are you most likely to contact for assistance?

Our corporate office in Portland is used by 68.3% of our survey respondents, with the Vancouver, WA, office coming in next at 11.8%. Eugene rounded out the top three at 7.3%. The data suggests our Brookings and Florence offices offer the most personalized experience, as they both serve about 1% of our respondents.

How satisfied are you with the service at your primary RMLS office in the past year?

Exactly a 4.0, RMLS™ our subscribers are precisely halfway between “satisfied” and “delighted.”

Subscriber comments:
• “The staff is well versed in all areas, and answers your emails and returns calls promptly.”
• “Need a west side office. It is unreasonable for us Hillsboro people to be required to go to the airport. How would the east side people feel if you moved to Hillsboro?”
• “I can get everything I need from the Roseburg office.”
• “It would be beneifical to have a Mac on hand for your techs.”
• “Great staff, I love coming into your office.”

Next time, we’ll talk about how subscribers use RMLS™ training services.

RMLS™ subscribers were recently invited to reflect on our services through this year’s Subscriber Satisfaction Survey. Staff members have been reading through every comment submitted since the survey closed. We’d like to share the results with subscribers as well, so over the next few weeks we’ll be highlighting some questions from the survey.

Asking a diverse set of REALTORS® who use our site regularly was bound to yield a flood of feedback. While there were generally favorable comments on some topics and some negative feedback about others, it was also interesting to see directly opposing comments on the same specific topic!

Overall, how easy do you find RMLSweb to use?

RMLSweb scored a cumulative 3.8 on this one, almost square in the middle of “Pretty Easy” and “Very Easy.”

Subscriber comments included:
• “Some of the recent changes have made it more user-friendly, so it’s not as cumbersome as before.”
• “I am not techy, and RMLSweb is one of the easist websites that I have used. If I have questions, tech support is there for me. If I want help, there are classes. If I want personal help, there is the Friday morning one-on-one opportunity.”
• “Abbreviations are very difficult, perhaps a pop-up definition per term?” 
• “It is amazing how much RMLS™ has improved in the past 32 years!” [Ed. Note: RMLS™ began offering service in 1991, 21 years ago.]

How did the following RMLS™ projects (released since our last survey) affect your business?

Enabling photo upload for in-progress listings was the winner, but not by much. Adding a “Short Sale Pending” status to RMLSweb listings was nearly as helpful to respondents. Rounding out the top three, the implementation of Bing Maps on the site was favorably received by most subscribers.

Subscriber comments included:
• “I think any time you can have tools to be able to show your clients to help them understand the market is a huge tool in our business.”
• “Photos for in-progress listings was the best of all!”
• “Bing Maps are a big improvement.”
• “Bing Maps are worse than previous, generally.”
• “Listing Load could be a lot simpler.”
• “The share button, and listing load with click stats are the best changes I’ve seen in a while. Keep up the great work.”

Next time, we’ll reveal how subscribers generally interface with RMLS™.