Agent Reviews: Frequently Asked Questions (FAQ)

Redfin surveys every customer who signs an offer or lists a home regardless of whether they successfully buy or sell a home with us. We do this because we feel every customer's opinion is important, not just those who bought or sold a home using Redfin. We're fanatical about customer service. In fact, we're so confident in the service of our agents that we show you all of their ratings and reviews on their profile pages. This not only let's you see how Redfin did as a company, but it also helps you select the agent that is right for you.

We have prepared this list of frequently asked question to answer those questions that you may have. If you have more questions about agent profiles, how Redfin works, or anything else about the site, feel free to write techsupport@redfin.com.

Does Redfin survey every client?
Redfin surveys every client, successful or not.

Does Redfin ever hide a survey?
Redfin only hides a survey if the survey contains inappropriate content such as profanity, libelous content, etc. This is the same as any other review site. The score for that particular review is still displayed and counted towards the overall score, however.

Some surveys say "No response". How is this possible if Redfin surveys every client?
While we send surveys to every client, clients don't always respond to the survey. We still wish to show you the transaction involved so you can see the homes that the agents bought or sold.

When does Redfin send out a survey?
Redfin surveys each client after home tours and after they sign an offer to buy a home or a listing agreement to sell a home. If a client submits multiple offers, the client will get multiple surveys. And we show the all the responses. This is because we want to know how we did and want our customers to know that as well.

What does the survey look like?
There are different surveys depending on the event. For example, there would be a different survey for a home offer than a home tour.

The survey itself is broken into 2 smaller surveys. The first survey is the same for all events and asks:

1. How likely would you recommend Redfin to a friend or colleague? Rate from 0 to 10.
2. How can Redfin improve its service? This is a comment box where clients can enter suggested improvement.
3. Do you have any comments about the agent? These comments are displayed on the agent's review page.
4. Do you want to keep your comments private?

Once the client submits the first survey, the client is taken to a longer second survey. The second survey asks questions that are specific to the each event. These responses are used internally for things like developing demographic statistics and are not directly displayed on Redfin.com.

How is the star rating calculated?
The star rating is the average of all of the returned ratings. The returned rating is actually measured on a scale from 0 to 10. All ratings are averaged, and then divided by 2 to get the overall star rating.

What question is asked to get that agent rating?
The question is "How likely would you recommend Redfin to a friend or colleague?" This is the "Ultimate Question" as defined by Frank Reichfeld. It is considered by many experts to be the best question to determine customer satisfaction. Clients can answer on a scale from 0 to 10, with 10 being the mostly likely to recommend Redfin. This is used to calculate the agent rating and Redfin's overall Net Promoter Score (NPS). This score is divided by 2 to get the star rating for each review.

If the same client returns 2 surveys with 2 different ratings for the same agent e.g. the client made offers on multiple homes, how does that affect an agent's score?
Both ratings are included in the agent's score. No scores are excluded by default.

Why are there sometimes more events on the All Deals & Reviews page than the sum of positive and critical reviews?
The positive and critical reviews page only shows positive or critical reviews regardless of whether there was a successful deal. If a client that bought or sold a home but did not return a survey, that will count as a deal but not a review. In that case, there will be more entries in All Deals & Reviews than the sum of positive and critical reviews.

Why are there sometimes more positive and critical reviews than total number of deals?
The deals only include homes that were successfully bought or sold. Reviews include all survey responses regardless of whether a home is bough or sold. For example, an agent could have a review based on an offer that was not accepted. This would count as a review, but not a deal.

What is considered to be positive or critical review?
Positive reviews have a rating of 3.5 stars and higher. Critical reviews have a rating of 3 stars and lower. A score of 3 stars translates to a score of 6 which is considered a detractor when calculating Redfin's Net Promoter Score.

What do the terms in the "Representing" column mean?

• Buyer-Sold: The agent represented the buyer and successfully purchased the home
• Buyer: The agent represented the buyer but did not successfully purchase the home
• Seller-Sold: The agent represented the seller and successfully sold the home
• Seller: The agent represented the seller and did not successfully sell the home
• Client Canceled: The client chose to no longer use the agent without making an offer on a home or listing a home with the agent.

I used Redfin to make an offer on a home, buy a home, list a home, or sell a home and I did not get a survey. How can I get surveyed?

There could be several reasons for this:

• We don't have your contact information or we have the wrong contact information. We send surveys via email. If you gave us an email that you don't check regularly e.g. a email address just for Redfin but no other purposes, some people simply never see the survey email.
• The email is in your junk email folder.
• There was a technical issue or outage when your email was supposed to be sent. To get a survey sent to you again, please email techsupport@redfin.com.