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The company has hailed its recent real estate training revolution as a success.
Quantifying its training program through the internationally recognised Net Promoter Score (NPS) metric, Laing+Simmons has revealed that it undertook three separate NPS surveys — one for team members in sales, one for property management, and one with network principals.
Among sales team members, the training program recorded a score of 96.
For network principals, the NPS reported was 82.4, and for property managers, the NPS sat at 65.5.
An NPS score above “0” is good, with Laing+Simmons identifying any scores above 50 excellent — and any scores above 80 as “world class”.
For Laing+Simmons head of growth and development Harriet Saunders, the results “demonstrate the targeted value and individual attention” provided by the program.
She divulged that the company’s “ambitions were extremely lofty” when they first introduced the new program.
“After almost 12 months, the results are very encouraging,” Ms Saunders quipped.
She said that the surveys showed “that the range of initiatives are generating positive impacts on people and businesses, team members are highly engaged in the program, and for many, training is something they look forward to most each week”.
“Now we know we’re on the right track; we’ll continue to evolve and enhance our suite of programs in 2023 and beyond to ensure we continue to deliver a world-class employee experience and provide world-class career opportunities,” she continued.
Dialogue training and guest speaker insights were given the nod by sales agents, while property managers reportedly responded to the focus on financial and depreciation information in relation to property investment, as well as different financial structures.
With feedback a strong proponent of the company’s approach to training also identifying “the many and varied issues property managers face in the current climate” as requiring an ongoing focus, Laing+Simmons chief executive Leanne Pilkington acknowledged the feedback would be used to “enhance and expand” its 2023 training initiatives — with an emphasis on educating property managers no matter the experience level.
“This is the first year we have offered this level of structured and dedicated support for the property managers in the network, and the property management divisions of our offices, highlighted by the establishment of our dedicated property management department,” Ms Pilkington said.
“The lessons we’ve learned through this work will inform our training offer as we continue to evolve our programs and initiatives in the future.”
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