A Realtor with over a decade of experience, Alex Anninos assists clients in Salem, Massachusetts. In 2018, Alex Anninos' team received recognition from Zillow for achieving customer satisfaction scores in the top two percent of all agents working on the site.
On Zillow’s site, realtors who work with clients through it use the Best of Zillow report to track their transactions. The report has three categories, customer experience, agent performance, and operational readiness. In total, the three categories consist of the five metrics Customer satisfaction score (CSAT), Work with rate (WWR), conversion rate, monthly average connections (per agent), and using CRM or Zillow Premier Agent (ZPA) app.
To calculate the CSAT, Zillow uses the survey responses collected from clients about their relationship with their agents. Zillow uses the average of an individual’s most recent 20 responses and 40 for teams. If an individual or team does not have the minimum number of survey responses, Zillow uses all scores collected within the last 90 days instead. To reward Zillow users who improve over time and motivate those with high scores to maintain their current quality of service, Zillow stops considering old responses.
