Putting Customers First

One of OREA’s brand behaviours is “Customers First.” It is a behaviour translated to actions that all OREA departments and OREA Real Estate College endeavour to adhere to at all times.

Demonstration of this brand behaviour is especially important for the Customer Service Centre, the first point of contact for members, students, and prospective students. It is the Centre’s Customer Service Representatives (CSRs) who answer queries about course enrolment, exam scheduling and re-scheduling, and assistance with My Portfolio accounts.

To ensure the level of service provided to customers is of the highest calibre, the College, through a third-party organization, conducts surveys four times per year. These ‘waves’ measure the perceived level of courtesy and helpfulness in service received, the perceived level of professionalism in service received, and overall levels of satisfaction towards customer service.

The results below reflect the perceptions of a randomly selected set of callers to the College between January 1 and March 28, 2014. The overall margin of error for this period is +/-5 percentage points at the 95% confidence level.

Overall Satisfaction with Customer Service
Total Agree [%]

Satisfied
93%

Dissatisfied
5%

Neutral
2%

Interactive Whiteboards by PolyVision

Overall Experience with the Customer Service Centre
Total Agree [%]

Committed to service excellence
85%

Available during convenient hours
83%

Easy to access
82%

Overall Experience with a CSR
Total Agree [%]

Thorough in verifying identity
95%

Easy to understand
92%

Professional
90%

Careful in listening
90%

Friendly
90%

Courteous
88%

Willing to assist
88%

Responsive
88%

Able to resolve issues/answer questions
87%

Knowledgeable
85%

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Putting Customers First