IPAV's Member Satisfaction Survey 2021 (NPS® )

Very positive results from our recent member satisfaction survey

The results are in from our recent satisfaction survey with an overall score of 75. This is up from 61 in 2020.

   

This has increased over the last 4 years.   

 

"This is an extremely good NPS score. In our experience, achieving this score reflects a number of years of delivering a consistently excellent service." 

John O'Connor, CEO of Deep Insight.  Specialists in Customer Relationship Quality (CRQ) measurement and author of "Customer at the Heart: How B2B Leaders Build Successful Customer-Centric Organisations".

 

Some the highlights that members liked included:

Communications

“Keeps members informed of all that is happening in the business and gives members a security of being affiliated to a recognised organisation”

Branding

“IPAV is an excellent brand and organisation for agents to be a part of, in particular for independents. They give the industry a voice.”

Education

"Training sessions, especially around Agri are great.”

Representation 

“A voice for the estate agent in matters that count.” and “Represents the property profession”

Members also suggested a number of areas to improve that included:

“Improve the training and bring in more experts in prop tech and Real Estate Marketing”

“I would like to see some of the CPD courses being more relevant to our day to day work.”


Over the coming months we will be analysing the feedback and incorporating into our improvement plans for the year.

Thanks again to all of the members who participated in the survey.

 

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