“CUSTOMER SATISFACTION is the only long-term sustainable measure that can provide growth through a genuine point of difference. It allows a strong foundation for reputation to be built in the eyes of the customers,” says Carey Smith, CE of Ray White New Zealand.
Part of an international network, Ray White has 1,000 offices across ten countries. In New Zealand, there are over 156 offices trading $11.2 billion worth of property through 1,656 sales members for residential, commercial and rural sales and 400 property managers. In the past 12 months, Ray White New Zealand has handled 28,000 marketing appointments and managed 16,000 properties, the biggest in New Zealand.
Ray White is committed to giving great customer experience. For over four years it has used the Net Promoter Score, measuring customer feedback and loyalty, benchmarking themselves against the industry and each other. The results have been overwhelming, with Ray White New Zealand receiving a score of 78 from customers in 2016, which sets it far ahead of its competitors.
One dedicated team member helped a client in his 80s, with no family in New Zealand, sell his home in Glendowie. The two-bedroom 1940s weatherboard house was in original condition, and presented badly. Ray White agent Douglas Melville organised for the house to be tidied, and had numerous discussions with the Public Trust to ensure all of the client’s interests were protected.
The client’s price expectations were around $700,000–$750,000, but the house was more valuable than he expected, resulting in a sale under the hammer at $1,150,000. Douglas Melville, in the meantime, also helped the client by having his client’s health evaluated and found him suitable accommodation in a retirement home.
Visit whatdoyouvalue.co.nz for more information.