Program Standards

Team Lead Performance Standards

Zillow Preferred is a team effort. These metrics reflect how well your team is collectively converting connections into successful transactions and ensuring buyers are prepared with pre-approval information upfront to support their home shopping journey.

Performance to Transaction Target:

• Definition: Every month, your Zillow Preferred team receives a transaction target, which serves as your team’s monthly sales goal. This metric represents your attainment of your transaction target over the last six (6) months.
• Standard: 100% or greater over the last six (6) months.

Zillow Home Loans Pre-Approval Target:

• Definition: Number of agent’s customers who get pre-approved with Zillow Home Loans. This empowers consumers to navigate affordability during their home search by equipping them with Zillow Home Loans pre-approvals.
• How this target is calculated: Approximately 10% of your team's eligible Zillow Preferred delivered connections that reached or surpassed “met with” status in the last 90 days. The pre-approvals do not need to solely be with Zillow Preferred connections.
• Standard: 100% of target over the last three (3) month(s).Help

Operational Health Rating Metrics

Operational excellence ensures consistent, high-quality service and protects your team’s access to Zillow Preferred connections.

Pay on Time Rate:

• Definition: Total dollar amount of paid invoices from closed transactions in the last three (3) months, divided by the total dollar amount invoiced during that same period.
• Standard: 100% Pay on Time Rate over the last three (3) months.

Closing Document Submission Rate: 

• Definition: The number of closed transactions with valid closing documents submitted within the Premier Agent CRM in the last three (3) months, divided by the total number of closed transactions.
• Standard:  100% Closing Document Submission Rate over the last three (3) months.

Follow Up Boss Coverage: 

• Definition: Used by top-performing teams, and powered by exclusive Zillow intelligence, Follow Up Boss (FUB) will become your Zillow Preferred team’s control center to deliver the integrated home-buying experience that buyers expect.
• Standard:  100% of Zillow Preferred participating partner agents must have and use a Follow Up Boss account with calling capabilities to track and report on the status of their Zillow Preferred connections. All Zillow Preferred connections in FUB must be updated, correct, and current.Help New Zillow Preferred teams and partner agents have 60 days from their Zillow Preferred  activation to comply.
  
• Standard:  100% of Zillow Preferred participating partner agents must have and use a Follow Up Boss account with calling capabilities to track and report on the status of their Zillow Preferred connections. All Zillow Preferred connections in FUB must be updated, correct, and current.Help New Zillow Preferred teams and partner agents have 60 days from their Zillow Preferred  activation to comply.
  • To meet this standard
    • Team leads are responsible for ensuring every participating team member has a Follow Up Boss (FUB) account with calling capabilities. If members of your team receive Zillow Preferred connections and are not on your FUB account, send them an invitation to join your team. [see instructions here].
    • Team members must accept the invitation and complete their account setup. [see instructions here].

Zillow Preferred program standards are powered by a combination of Zillow's internal data and partner-reported data submitted via the Zillow Premier Agent app and Follow Up Boss. Our integration between the two systems allows for a streamlined experience—updates to contacts happen automatically between the Zillow Premier Agent app and Follow Up Boss with the two-way integration enabled. It’s important to note that while FUB must be used to report on Zillow Preferred connection status, key program requirements—such as logging final transaction details and uploading closing documentation—must still be completed within the Zillow Premier Agent app.

Review the Zillow Preferred Compliance Policies for current guidelines, including minimum standards and logging requirements, to ensure your team remains aligned with program expectations.

Agent Performance Standards

The agent performance standards provide the metrics that help Zillow Preferred agent partners understand how to convert more home shoppers and streamline their home shopping process. These updates empower Zillow Preferred agent partners to stand out, grow faster, and earn access to more connections.

Predicted Conversion Rate (pCVR):

• Definition: Estimate of an agent's future performance.
• How it’s calculated: Zillow’s evaluation of agent performance based on typical performance in their market and each agent’s conversion rate and connection volume over the past 180 days, with recent activity in the last 90 days counting for more.
• Standard: 4% or greater pCVR.

Pickup Rate: 

• Definition: Responsiveness to incoming Zillow Preferred connection calls.
• How it’s calculated: The number of calls answered in the last 90 days divided by the total Zillow Preferred connection call attempts.
• Standard: 25% or greater Pickup Rate.

Zillow Home Loans Pre-Approval Target:

• Definition: Number of agent’s customers who get pre-approved with Zillow Home Loans. This empowers consumers to navigate affordability during their home search by equipping them with Zillow Home Loans pre-approvals.
• How it’s calculated: Approximately 10% of an agent's eligible Zillow Preferred connections that reached or passed “met with” status in the last 90 days. The pre-approvals do not need to solely be with Zillow Preferred delivered connections.
• Standard: 100% of target over the last three (3) month(s).Help

Seller Connections Standards

The following standards are  requirements for participating agents that ensure we’re helping sellers successfully meet their goals.

These metrics apply to those partners enrolled in Seller Connections as a part of Zillow Preferred. You must maintain these standards in order to be eligible for Seller Connections. If you are unsure if these standards apply to you, please contact your Zillow Growth Advisor.

Showcase Rate:

• Definition:  The percent% of listings from seller connections that use Showcase
• Standard: 90% over the last three (3) months.

Signed Listing Agreement

• Definition:   The percent% of inbox and live transfer seller connections received that successfully convert to a signed listing agreement and are accurately indicated  via contact status update in the Premier Agent app or Follow Up Boss.
• Standard: 7% over the last six (6) months period.

Seller Connections Course Completion

• Definition: To ensure all partners are set up for success to successfully deliver a high quality experience to sellers, and are prepared to meet program standards, Zillow requires that at least 80% of a team’s agents receiving seller connections complete the “Intro to Seller Connections” course on Zillow Academy.
• Standard: 80%

How to track your team’s progress

You will receive progress updates and reminders from Zillow Academy and your Zillow Growth Advisor. If you have questions or need support, please reach out to your Growth Advisor.

View the Broker Seller Connections terms, Team Leader Seller Connections terms, or the Agent Seller Connections terms for more details.