Best of Zillow Q&A with Susan Daimler, SVP of Zillow Premier Agent

What is Best of Zillow? What’s in it for me?

If your Customer Experience Score is 90 or higher, it means buyers and sellers you’ve connected with on our platform tell us you go above and beyond for them throughout their home-shopping process.

You’re consistently providing an exceptional experience, and you’ll be recognized for it with a consumer-facing Best of Zillow badge on your agent profile and in our agent finder tool. We’ll also provide you with exclusive tools so you’re able to continue to build a brand known for extraordinary customer service.

And we’ll even celebrate the Best of Zillow in our national advertising campaigns, both online and on television. We’re literally shining a light on the best agents and standing behind the expertise you provide.

Why is this so important to Zillow?

We are deeply committed to consumer happiness and satisfaction. Home shoppers use Zillow to search for their next home because they trust our brand. It’s incredibly important that the trust they put in us also extends to agents they connect with on our platform.

Buying a home can be a daunting, complicated and overwhelming process, and we want our consumers to be in the best hands as they make the journey. One part of this is making sure they can recognize and connect with the best real estate professionals.

We also know that agents want to stand out and be recognized for providing excellent customer service — and we couldn’t agree more!

So, we created a data-driven scoring system that rewards “best-in-class” agent performance and makes sure consumers know who those agents are.

What do you mean by a data-driven scoring system?

We’re using customer experience data, which is gathered through surveys sent to the consumers you’ve interacted with through our platform.

Right now, there are three surveys: one at 24 hours after a live connection; one at 15 days after you start working together; and one at 45 days once you’ve established a strong relationship.

This data is confidential and shared only with you (and your team leader if you’re on a team); it’s designed to give you insight into which behaviors drive success and which don’t. We use your 20 most recent home shopper interactions to calculate your Customer Experience Score.

Why doesn’t transaction data factor in?  

The Best of Zillow qualification is an evolving measure. At this time, we’re basing scores solely on customer experience data. But we’re constantly innovating and looking to incorporate a conversion success metric into the criteria in the near future.

I’m so excited to continue our partnership in helping millions of home shoppers find a place to call home with the help of an agent they value and trust.