Your Best of Zillow Report: Collecting Feedback

The Best of Zillow report offers robust data and detailed metrics that help you and your team assess how you’re performing across three categories: Customer Experience, Agent Performance and Operational Readiness. Together, these are the leading indicators of progress toward Best of Zillow status.

Your Best of Zillow report metrics are updated daily, and your status is awarded or removed at the start of each month.

The data in your report is private to you. However, if you’re a member of a team, your team leader will also be able to view your score and rates. There are a number of steps required in order to provide this data, including surveying your connections, gathering their feedback and processing the data, which is then presented to you in your Best of Zillow report.

If you're a Zillow Premier Agent partner, start getting familiar with your Best of Zillow report. 

Surveying connections

To populate your report with information you can use, we send your connections a survey requesting feedback on their experience with you. Their responses contribute to your customer satisfaction score (CSAT). 

These surveys are distributed via in-app prompts, email, and/or text message, and they’re sent:

• 24 hours after your first interaction with a connection
• 15 days after you’ve established a relationship with your connection
• 45 days after you’ve had an extensive amount of time to deliver service to the connection

The first survey is sent 24 hours after we connect you because we understand the importance of first impressions and how critical they are in setting you up for success. We consulted several of the industry’s top-performing agents in developing Best of Zillow, and they shared that gaining insight into those initial conversations can be essential in helping them fine-tune their sales approach.

We also survey your connections 15 and 45 days after connection. In speaking with thousands of home buyers, our research team found that buyers value different traits and service skills from their agents at different stages of the home-buying process. We’re sharing the insights we’ve collected to help you successfully navigate your client relationships through those stages.

The survey questions

Each survey includes a series of questions about your connection’s experience with you. Below, we’ve detailed the questions that we ask in the survey and how they impact your CSAT.

Were you happy with your call? We ask this question one hour​ after the connection call. If the response is “no,” we say, “Would you like to be connected to a different agent?” If the response is “yes,” we simply send the 24-hour survey link and no other text.

Did you connect? We ask this question in the 24-hour survey to confirm whether the home shopper remembers connecting with you.

Note: If “No” is selected, the survey ends.

How would you rate your experience with your agent? We ask this question in the 24-hour, 15-day and 45-day surveys, allowing the home buyer to rate their experience speaking to and/or working with you. Responses to this question determine your CSAT, a key metric determining your Best of Zillow status.

Just to confirm, is [agent's name] who you connected with? We ask this question in the 24-hour survey to confirm that the home buyer can positively identify you as the agent and validate that their survey responses should be attributed to you. If a connection responds “No,” or “Not sure,” their survey data will not be used. (If you’re a member of a team, the survey data will not be used toward your individual report, but it will be used for your team’s overall report.)

Did you meet in person? We ask this question in the 24-hour survey, allowing the home buyer to confirm whether they’ve already either met you or scheduled a time to meet you in person following their initial conversation with you.

Do you plan to continue working with [agent's name]? We ask this question in the 24-hour survey, allowing the home buyer to confirm if they plan to continue working with you following your initial conversation. Responses to this question determine your reported work with rate.