Customers Most Satisfied at This Company

July 16, 2013

Prudential Real Estate ranked the highest in customer satisfaction in three out of four home buyer and seller segments, according to the latest J.D. Power Home Buyer/Seller Satisfaction study of the nation’s largest real estate companies. 

Rankings for home-buying satisfaction are based on four factors: agent/salesperson, real estate office, closing process, and a variety of additional services. Home-selling satisfaction is also based on those four factors, plus marketing.

J.D. Power revealed the following rankings of real estate companies: 

First-time home buyer satisfaction rankings

  1. Prudential Real Estate
  2. RE/MAX
  3. Century 21

Repeat home buyer satisfaction rankings

  1. Prudential Real Estate
  2. Century 21
  3. RE/MAX

First-time home seller satisfaction rankings

  1. Prudential Real Estate
  2. Keller Williams
  3. RE/MAX

Repeat home seller satisfaction rankings: 

  1. RE/MAX
  2. Century 21
  3. Prudential Real Estate

“Real estate companies remain challenged in adapting their customer service approach to best meet the needs of first-time home buyers and sellers,” says Christina Cooley, director in the diversified services industry practice at J.D. Power. “They need to educate these customers by explaining the current state of the market, discuss foreclosure and short sale transactions, and walk them through every step of the closing process. Those real estate companies that are best able to adapt to specific customer scenarios and their resulting expectations and needs are much more likely to be successful in achieving customer satisfaction loyalty.” 

The study also revealed that customers tend to be more loyal to their real estate company than to their sales agent.

Source: J.D. Power