And the survey says…

The Customer Service Centre provides effective and efficient services, respondents have said in the latest study conducted by an independent research company on behalf of OREA Real Estate College.

Two weeks ago, we featured the depth of training the College’s Customer Service Representatives (CSRs) receive, and how this has translated into a consistently high rating for the CSRs in the quarterly surveys commissioned by the College. We said that since launching the Customer Satisfaction Tracking Study five years ago, CSRs have received a rating of 90 per cent and over from respondents who answered they were satisfied with the College’s customer service.

We are pleased to present the results of our most current study, which reflect the perceptions of a randomly selected set of callers to the College between July 1 and September 26, 2013. The overall margin of error for this survey is +/- 5 percentage points at the 95% confidence level.

Current Results

Overall satisfaction with the Customer Service Department:

 
Total Agree

Satisfied
93%

Dissatisfied
4%

Neutral
3%

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Overall experience with the Customer Service Department based on three attributes: committed to service excellence, easy to access, and available during convenient hours.

 
Total Agree

Committed to service excellence
91%

Easy to access
89%

Available during convenient hours
82%

Overall experience with a CSR:

 
Total Agree

Easy to understand
94%

Thorough in verifying identity
94%

Careful in listening
92%

Knowledgeable
91%

Professional
91%

Responsive
91%

Willing to assist
90%

Courteous
89%

Friendly
89%

Able to resolve issues or answer questions
88%

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The College continues to look for ways to improve customer service. Let us know how we can do this.

Original article: 

And the survey says…