Reviewers can enter remarks about an agent in a free-form review box. Reviewers can also rate the agent on several criteria: local knowledge, process expertise, responsiveness and negotiation skills. Ratings run on a scale of 1 to 5, indicating how likely a consumer is to recommend an agent with 5 "very likely" and 1 "very unlikely." An agent's overall rating is then calculated by averaging the "likelihood to recommend" rating with the 4 sub-ratings (local knowledge, process expertise, responsiveness and negotiation skills). The ratings and reviews appear on the agent's profile.
Can anyone write a review?
Only buyers and sellers who have communicated or worked with an agent can write a review and submit a rating on that agent. Note that we do provide a Service Provided category for "Never responded to my inquiry" for cases where a reviewer contacts an agent but does not receive a response. So, reviews may be left for cases of "attempted contact." Reviewers must register and create a profile on Zillow, then indicate the appropriate "Service Provided" option: the agent helped them buy or sell a home, or both, they shopped but didn't buy, listed but didn't sell, etc. A review cannot be submitted for an agent "on the other side" of the transaction. For example, we would not permit a review from a home buyer left for the agent representing the home seller. Zillow will determine whether such a relationship exists at our discretion and based solely on information contained in the review itself, or upon subsequent requests for clarification from the reviewer, where we deem such clarification necessary.