{"id":71310,"date":"2008-06-30T09:37:15","date_gmt":"2008-06-30T16:37:15","guid":{"rendered":"https:\/\/redfindevelop.wpengine.com\/blog\/2008\/06\/survey_says_redfins_best-kept_secret_is_its_customer_service.html"},"modified":"2020-10-05T13:12:47","modified_gmt":"2020-10-05T20:12:47","slug":"survey_says_redfins_best-kept_secret_is_its_customer_service-2","status":"publish","type":"post","link":"https:\/\/www.redfin.com\/news\/survey_says_redfins_best-kept_secret_is_its_customer_service-2\/","title":{"rendered":"Survey Says… Redfin’s Best-Kept Secret is Its Customer Service"},"content":{"rendered":"

Redfin surveys people every day, all day: when they tour homes, when they make offers, when they cancel listings, when they sell their house. It’s how we decide what to pay our agents, and how we figure out when we’re screwing up.<\/p>\n

But for every thousand visitors we get to our site only a few end up buying or selling a home — or getting a survey — from Redfin. So what’re the rest of you up to? Good question. Every summer, we survey the silent majority, asking how they heard about us and what they think of us. This time, 199 people completed the survey in the space of two weeks, clicking a link on our main map page. As promised, we’re letting you know about some of the results.<\/p>\n

First off, the biggest source of visitors for Redfin is word-of-mouth. When we asked people how they heard about us, 35% said it was from a friend<\/strong>, who had either bought or sold a home through Redfin (6%), or just used our site for search (29%).<\/p>\n

\"how-did-you-hear-of-redfin.png\"<\/a>
\nJune 2008 Redfin Visitor Survey: How Did You Hear About Us?<\/strong><\/p>\n

The big difference between this year and last year was that we’re getting more of our traffic from Google search. If you compare this year’s responses to those from our last visitor survey, in August 2007, you can see that the contribution from Google and other search engines had been pathetic:<\/p>\n

\"How<\/a>
\nAugust 2007 Redfin Visitor Survey: How Did You Hear About Us?<\/strong><\/p>\n

The surveys reflect the growth of Google-originated traffic but our analysis of our logs show search-driven traffic increasing even more dramatically, accounting for about a third of our traffic growth, which has been 15 – 20% month over month. We still don’t feel like we’re doing a great job optimizing for search, but we’re getting better.<\/p>\n

What Visitors Know About Redfin, What They Care About
\n<\/strong>Next, we asked people about their awareness of key Redfin facts, such as the nature of our business<\/a> (we’re a real estate brokerage), the extent of our service (we handle negotiations and contingencies through closing), and how our process works<\/a> (we talk with our clients before you are committed to any particular transaction).<\/p>\n

The fact that visitors were most aware of was our commission refund<\/a>, which just goes to show that how we think of ourselves (a fanatical customer service company<\/strong>) is different than how others see us (as a way to save $10,000):<\/p>\n

\"Awareness<\/a>
\nJune 2008 Redfin Visitor Survey: Awareness of Key Redfin Facts?<\/strong><\/p>\n

Consumers seemed especially unaware (21% said this was clear & understood) that our agents must have experience with 20+ transactions<\/a> before representing a client, while only 9% knew that our agents earn between double & triple the industry average. Other facts that only 1 in 5 customers knew about:<\/p>\n