Customer service metrics were used for the first time by Victorian-based real estate group hockingstuart to help determine the winners of its annual awards, held recently at Melbourne’s Docklands.
“The inclusion of customer service metrics into our awards criteria highlights the importance we place on delivering excellent service,” said hockingstuart CEO Nigel O’Neil. “The measurement process also gives us valuable insight into our performance so we can set benchmarks and continually make further improvements.”
The company said the customer service measurement involved the agency contacting every vendor, purchaser, landlord and tenant to request performance feedback. This process was conducted in line with internationally recognised platform Net Promoter Score (NPS), it said.
First run in 1985, hockingstuart’s annual awards recognised the acheivements of its employees across its 45 office network. The awards program included 23 different awards based on key indicators such as sales growth, market share and customer service.
The most coveted accolades went to Werribee agent Joel Rawle, who took home the sales agent of the year award, Balwyn agent Paul Pfeiffer, who won top sales agent on turnover, and Ringwood employee Nichole Viola, who was selected as property management employee of the year.
hockingstuart Ballarat/Daylesford scooped two of the most presitigous awards, highest performing sales office and hockingstuart franchise of the year.