OREA Real Estate College conducted its first Customer Satisfaction Tracking Study in 2008 to gauge the effectiveness of service being provided by the Customer Service Centre. This research is a way to ensure the College continues to serve the needs of members, students, and potential students who contact the Centre.
The results that follow reflect the perceptions of a randomly selected set of callers to the College between January 1 and March 29, 2013. Participants were asked to provide feedback on the perceived level of courtesy, helpfulness in service received, the perceived level of professionalism in service received, and overall satisfaction.
The results show we are on the right track… still. Kudos to our customer service representatives (CSRs) for keeping us there. We will continue to ensure our level of service is first rate as we continue to serve your needs.
Overall satisfaction with the Customer Service Centre
Overall experience with the Customer Service Centre
| Total Agree [%] | |
|---|---|
| Committed to service excellence | 85% |
| Available during convenient hours | 83% |
| Easy to access | 82% |
Overall experience with a CSR
| Total Agree [%] | |
|---|---|
| Thorough in verifying identity | 95% |
| Easy to understand | 92% |
| Professional | 91% |
| Courteous | 91% |
| Willing to assist | 90% |
| Knowledgeable | 90% |
| Careful in listening | 89% |
| Able to resolve issues or answer questions | 89% |
| Friendly | 89% |
| Responsive | 88% |
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