Flex Program Standards
The Flex Program Standards help agents get more people home, respect customer choice by providing them with the information they requested, and ensure Zillow and Flex agents are being good business partners.
The Flex Program Standards will help you serve more customers and turn more connections into closed transactions. They also influence your monthly connection volume growth and continued Flex business partner standing.
Team Performance Metrics
Flex is a team effort. These metrics reflect how well your team is collectively converting connections into successful transactions and ensuring buyers get the pre-approval information they’ve requested.
- % to Logged Transaction (Trx) Target
Definition: Every month, your Flex 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 6 months by dividing the sum of your transactions by the sum of the targets for that period.
Program Standard: 100% or greater over the last 6 months.
- Engaged Transfer RateApplicable to Flex partners located in Enhanced Markets where Agent Transfers is live.
Definition: Measures the amount of customers (i.e. connections) who requested pre-approval information from Zillow Home Loans and successfully engaged with ZHL after transfer.
Program Standard: 15% Engaged Transfer Rate for a three-month period, including an additional month of buffer to allow for leads to mature.
- Zillow Home Loans Contact RateApplicable to Flex partners located in Enhanced Markets where Agent Transfers is live.
Definition: Number of customers (i.e. connections) who requested pre-approval information from Zillow Home Loans, were transferred, and who successfully engaged with Zillow Home Loans.
Eligibility for connection growth: Your Zillow Home Loans Contact Rate must be at least 60% over a 3 month timeframe for your Flex team to be eligible for connection volume growth, meaning 60% of customers who requested pre-approval information from Zillow Home Loans must successfully engage with Zillow Home Loans.
Did you know? Buyers who meet with a Flex agent transact at a 1.9x rate when they also connect with Zillow Home Loans.b
Operational Health Rating Metrics
Operational excellence ensures consistent, high-quality service and protects your team’s access to Flex connections.
- Pay on Time Rate
Definition: Paid invoice amounts from closed transactions over the last three months, divided by the total amount invoiced from the same period.
Program Standard: 100% Pay on Time Rate over the last 3 months
Did you know? Home shoppers are 4.5x more likely to transact when connected live to a Zillow Premier Agent partner than if they were a nurture lead or messaged through an agent profile.b
- Closing Doc Submission Rate
Definition: The % of logged transactions that closed over the last three months with valid closing docs submitted within the Premier Agent CRM.
Program Standard: 100% Closing Doc Submission Rate over the last three months.
- Follow Up Boss (FUB) Requirement
Definition: Used by top-performing teams, and powered by exclusive Zillow intelligence, Follow Up Boss will become Flex team’s control center to deliver the integrated home-buying experience that buyers expect.
Program Standard: 100% of Flex participating agents must have and use a Follow Up Boss account that includes FUB calling capabilities to track and report on the status of their Flex Connections. All Flex connections in FUB must be updated, correct, and current.*New Flex teams and agents must comply with these requirements within the first 60 days from their Flex activation.
To meet this standard:
- Team leads are responsible for ensuring every participating team member has a Follow Up Boss account with calling capabilities. If there are members of your team that are receiving Flex connections & are not already on your FUB account, send them an invitation to join your team. [see instructions here].
- Team members must accept the invitation from their team lead to create a FUB account and complete their account setup. [see instructions here].
Flex program metrics 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 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.
Coaching your team on Flex Performance Standards is critical to maintaining accountability, increasing connection volume, and driving successful transactions. Review the Flex Compliance Policies for current guidelines, including minimum standards and logging requirements, to ensure your team remains aligned with program expectations.
Learn more about minimum guidelines on the Flex Compliance Policies page.
*Flex Performance Standards disclaimers
(a) The use of ZHL pre-approval target as a performance management metric may differ by market. Please reach out to your GA for details relevant to your market.
*Zillow Home Loans disclaimers
(b) Measured by transaction rate of connections who have met with their Flex agent and entered the ZHL funnel, in comparison to those who met with their Flex agent but did not enter the ZHL funnel.Measured by transaction rate of connections who have met with their Flex agent and entered the ZHL funnel, in comparison to those who met with their Flex agent but did not enter the ZHL funnel. Includes home purchases in Enhanced Markets live as of 6/1/24 that connected with Zillow partners and closed their transaction before 2/28/25. Zillow does not guarantee that working with a Flex agent and Zillow Home Loans will result in a closed transaction.
