Introduction - Clareity Consulting

Transcription

11th Annual MLS Customer Satisfaction Survey
January-February 2012
Clareity Consulting
www.CallClareity.com
Introduction ..................................................................................................................... 1
Summary......................................................................................................................... 3
Ancillary Products ........................................................................................................ 8
MLS Vendor / System Details ........................................................................................ 11
Corelogic MarketLinx – InnoVia.................................................................................. 12
Corelogic MarketLinx – MLXchange........................................................................... 19
Corelogic MarketLinx – TEMPO ................................................................................. 27
Corelogic MarketLinx – Matrix .................................................................................... 33
dynaConnections ....................................................................................................... 40
FBS............................................................................................................................ 45
LPS - Paragon 5 ........................................................................................................ 52
Rapattoni Corporation ................................................................................................ 60
Solid Earth ................................................................................................................. 68
Stratus Data Systems ................................................................................................ 75
Thank You!.................................................................................................................... 80
About Clareity Consulting .............................................................................................. 80
Introduction
Clareity Consulting conducted its eleventh annual survey of Multiple Listing Services in
January and February 2012. The purpose of the study was to learn more about MLS
customer satisfaction and key metrics that affect it, including system performance and
uptime, technical support, and communications. As in previous years, this year’s survey
report is focusing on the basic, important questions that MLS executives ask each other
when performing reference checks during the system selection process. We also asked
a number of questions regarding satisfaction with ancillary products and service vendors
in areas such as public records, transaction and document management, forms, and
statistics, since these are quickly becoming part of the core MLS organizational offering.
This year, 196 MLSs representing 647,643 subscribers completed the survey. The
following MLS systems had enough responses to be included in the survey results:
Corelogic MarketLinx (Innovia, MLXchange, TEMPO, and Matrix platforms),
dynaConnections, FBS, LPS (Paragon 5 platform), Rapattoni Corporation, Solid Earth,
and Stratus. Non-inclusion in this report should not be regarded as indicating a negative
opinion of any vendor, and Clareity Consulting welcomes their increased participation in
years to come.
Several MLS vendors encouraged their customers to respond to the
Copyright ©2012 Clareity Consulting. All rights reserved.
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survey and we thank those vendors for their cooperation. Clareity also thanks each of
the 196 MLSs that participated!
Clareity hopes that readers will understand that customer satisfaction is just one element
of selecting an MLS vendor. Some vendors serve primarily large markets, others
primarily serve small and medium markets, and some service a wide variety of market
sizes. Some vendors will make reasonable system changes quickly upon request, while
others make their customers wait months for changes or deny them entirely, and some
vendors allow the MLS staff themselves to make many changes to the MLS system.
Some vendors provide end-user customer support, and others do not. The point is that
there are many factors to consider in evaluating and selecting an MLS vendor that is
best for your organization.
Every year Clareity leads a number of MLSs though a structured vendor and software
selection process. We typically determine and prioritize MLS and member needs via
discussions with staff and leadership, online surveys, and sometimes focus groups. This
provides information that helps the selection task force better evaluate which vendors
might best meet those needs. The information garnered from surveys and/or focus
groups also provides feature and function priorities and a better, more localized
foundation for a request for proposal (RFP) and competitive bid. Clareity then provides
an ‘apple-to-apples’ analysis of the proposals where vendor capabilities are measured
against member needs, system demonstrations, hands-on testing, and other processes
designed to ensure the best system and vendor selection is made by each MLS.
Clareity’s Annual MLS Customer Satisfaction Survey is one valuable source of input
when evaluating a vendor’s service and system capabilities, but we encourage all
groups to do their due diligence, whether they choose to use a consultant or not. Clareity
also offers its clients a presentation titled “MLS Competitive Landscape” that provides a
summary of up to more than 20 MLS offerings for organizations that are considering
alternatives, or just want to stay up to speed.
Clareity Consulting hopes that MLS executives, selection committee members, and MLS
vendors alike find this year’s report valuable.
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Summary
Clareity is including satisfaction ratings showing vendors and systems side-by-side again
this year; however, we urge readers – customers and vendors alike - not to take these
ratings out of context. We had heard that a few MLSs that were seeking a new system
only invited Clareity’s ‘top 4 or 5 ranked vendors’ to participate in their selection process
– regardless of whether those vendors had the capability to serve their specific needs. A
vendor that does well servicing customers with different needs than your own may not
have the ability to service your MLS. Please note that we have color-coded the charts
below: vendors/systems with more than ten customers are indicated in blue and those
with less than ten customers are indicated in green.
The following chart shows overall end-user satisfaction grouped by MLS vendor and
system, based on a calculated score (2 times the ‘Excellent’ percentage plus ‘Good’,
minus ‘Acceptable’, minus 2 times ‘Poor’). A higher calculated score signifies better enduser satisfaction as reported by the MLS executive. The raw scores from which the
calculated scores are generated are located in the “Vendor / System Details” section
later in this report.
What’s important to note is that overall, while a range of satisfaction is illustrated
below, satisfaction with all of the systems is fairly good!
Overall End-user Overall Satisfaction
250
200
150
100
200
200
170
145
131
116
111
90
88
79
50
0
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The chart below shows whether the respondents thought that MLS subscriber
satisfaction increased, decreased, or stayed the same in 2011. A vendor that has been
consistently rated excellent in the past has little or no room for satisfaction increases.
End-User Satisfaction: Increase,
Decrease, or Stay the Same
Decrease
Remain the Same
Increase
10%
29%
78%
71%
70%
54%
43%
100% 100%
100%
33%
17%
6%
29%
71%
43%
27%
3%
20%
14%
13%
70%
MLS Staff Satisfaction generally follows the same trend as End-user Satisfaction:
Overall MLS Staff Satisfaction
250
200
150
100
50
200
200
185
167
158
152
127
113
89
36
0
4
When asked “If you could do it over again, would you select this MLS system
again today?” 29% of Solid Earth respondents, 25% of those respondents on the
TEMPO platform, 17% of those on the MLXchange platform, and 14% of Rapattoni
Corporation respondents indicated they would not likely do so, as did a single LPS
Paragon 5, Corelogic MarketLinx InnoVia, and Matrix platform customer. All of the other
vendors’ customers responding to the survey indicated that they would likely or definitely
select their current MLS system again today. Based on this response Clareity believes
that, over the next few years, many MLSs will change systems. It’s critical to note that
many of the MLSs that wouldn’t select the same MLS system again today are on
platforms that are being phased out, and many may elect to stay with the same vendor
but move to the new platform, such as Corelogic MarketLinx’s “Fusion” or Solid Earth’s
“Spring”.
Following are summaries of what customers think about each system:
Corelogic MarketLinx – InnoVia
Satisfaction with InnoVia has been on a significant upswing in recent years and it's now
one of the satisfaction leaders. There are a few areas where some improvements could
be made - either being more responsive to change requests or continuing to provide
MLS staff more capabilities to make changes, and making further improvements to the
speed of technical support. However, the most specifically requested improvement was
to improve the appearance of the system and provide better listing reports. On the
positive side, customers really liked the new rental module, multi-tasking, prospecting
enhancements and map search.
Corelogic MarketLinx – MLXchange
MLXchange has good – but decreasing – satisfaction. That's to be expected as it is no
longer the "flagship" Corelogic product and MarketLinx customers are expected to
migrate to the new Fusion product. System speed and quality of software upgrades are
the primary issues for subscribers, while for staff the issues are a lack of responsiveness
to system change requests and little ability to make sufficient changes themselves, as
well as desiring more timely and comprehensive communications regarding system and
support issues. Technical support responsiveness could also be improved, at least
according to some customers. If the system speed and cross-browser compatibility
issues were addressed, it would improve satisfaction with what is actually a very mature
and full featured MLS system. This past year, customers have really appreciated the
add-ons such as the Data Co-op, stats pro, Realist, and the mobile solution.
Corelogic MarketLinx – TEMPO
TEMPO also has good - but decreasing – satisfaction but, like MLXchange customers,
TEMPO customers are expected to move to the new flagship product - Fusion. Despite
being a mature and highly stable platform, TEMPO has had some speed issues this past
year. For MLS staff, the big issue has been the lack of responsiveness to system change
requests and little ability to make sufficient changes themselves. Since responsiveness
was the core selling point of the TEMPO system originally, this is a big deal for many
customers. The quality of the software upgrades (e.g. bugs or other problems) has been
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an issue this past year as well. Like MLXchange customers, cross-browser compatibility
issues are also resulting in customers evaluating other system options, including
Corelogic's new Fusion product. In fact, some TEMPO customers commented that
most, if not all, of the features they are seeking were included in Fusion.
Corelogic MarketLinx – Matrix
Tarasoft Matrix has always enjoyed excellent satisfaction ratings, and it continues to do
so after its acquisition by CoreLogic in 2011. The weaker ratings come in the area of
responsiveness to system change requests including 3rd party software integrations and technical support satisfaction has also slipped just a bit. Customers would like to
see enhanced statistics, and to allow the end user to supply their own boilerplate pages
in the CMA (Clareity has heard that about this issue before). Customers really liked the
statistical improvements made this year and would like to see a continuation of that
effort. The Matrix system has also earned the reputation of being one of the fastest MLS
systems on the market, and its system speed continues to satisfy customers.
dynaConnections
dynaConnections' two customers enjoy the high level of service and satisfaction that
often comes with a software vendor not pulled in many directions by multiple customers.
dynaConnections satisfaction ratings are excellent. To improve the system, one
customer requested allowing lookup table modification functionality for MLS staff, and
they would also like greater collaboration on the product road map. This year, customers
enjoyed enhancements such as being able to search maps using multiple polygons,
social network links with lead capture capability, and integration of a third party statistical
product.
FBS
FBS has always been impressive for its ability to maintain excellent satisfaction levels
even as its customer base has expanded, and it is the satisfaction leader among larger
vendors. Several customers raved about the responsiveness of the company. While
singular customers gave FBS "Fair" ratings in a few categories, overall FBS is still doing
very well. One customer asked for improvement to quality assurance and documentation
of new releases. Other customers would like the mobile and tablet functionality - which
had a highly successful significant upgrade this year - to continue to be improved and
expanded.
LPS – Paragon 5
LPS has made incredible gains in customer satisfaction with the introduction of Paragon
5, which is now one of the satisfaction leaders. As with many other vendors, for MLS
staff the issues with LPS - though minor - are a lack of responsiveness to system
change and integration requests and little ability to make sufficient changes themselves,
as well as desiring more timely and comprehensive communications regarding system
and support issues. There are still sometimes issues during software upgrades - but this
is vastly improved over previous years. Customers enjoyed the new "assume identity"
assistant feature and, in general, the pace of improvements by LPS. The new "P5"
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software is well liked by current LPS customers, and LPS won a number of new
accounts in the past year because of the success of the new platform. All of the new
implementations and cutovers were well rated by the new customers.
Rapattoni Corporation
Though still not a satisfaction leader, Rapattoni MLS made substantial gains this past
year that should be recognized. System speed and the quality of software upgrades are
still issues for improvement. Also, as with many other vendors, MLS staff have issues
with a lack of responsiveness to system change and integration requests and little ability
to make sufficient changes themselves (such as changing business rules, add/modify
fields, etc.), and desire more timely and comprehensive communications regarding
system and support issues. Customers want increasingly better mobile and tablet
solutions and a variety of other improvements as well. This year Rapattoni customers
really liked the new custom-grid capability as well as the ability to open the MLS in
multiple browser tabs. New system implementations and cutovers this year were not
consistently well rated.
Solid Earth
Solid Earth has had a challenging customer satisfaction year as it has focused its
resources into the development of its new "Spring" platform. Customers rate the current
LIST-IT platform very poor for uptime and availability and for the bugginess of new
releases. MLS staff have issues with the speed of system change and integration
requests and the little ability to make sufficient changes themselves. Solid Earth
customers also asked for more timely and comprehensive communications regarding
system and support issues. Customers were happy for the support improvements done
this year, and are hopeful that the new "Spring" platform will be completed and delivered
in 2012 and be worth the wait.
Stratus Data Systems
Stratus' two primary MLS system customers enjoy the high level of service and
responsiveness provided by a boutique MLS software company that is not spread thin
responding to many customers. Stratus satisfaction ratings are excellent again this year.
The only area where Status is not highly rated is on the ability of MLS staff to make their
own system modifications, however this isn’t a big issue because the vendor is perfectly
rated on its own responsiveness for making change requests by its customers. Stratus
customers are very excited for the new and innovative interface being rolled out in 2012.
The software upgrade is a substantial re-write of the user interface and includes many
new capabilities for end users, while leveraging the solid system architecture and
database that has produced near perfect uptime for the last 10 years.
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Ancillary Products
Clareity asked MLSs to rate their ancillary product vendors in a number of areas. Please
note that where there are very few responses for a vendor, the rating should be
discounted. Ancillary product vendors with no survey response representation have
been removed from the tables below. Clareity will follow up with ancillary product
vendors directly to provide anonymous feedback provided in comments from
respondents.
Public Records
Corelogic (Realist) and CRS are the highest rated vendors in this category.
Vendor
County /
Local
Governm
ent
Corelogic
(Realist)
CRS
iMapp
LPS
RPR
Excellent
9
20.9%
14
29.8%
3
33.3%
2
25.0%
5
35.7%
0
0.0%
Good
20
46.5%
28
59.6%
5
55.6%
3
37.5%
5
35.7%
2
40.0%
Acceptable
11
25.6%
5
10.6%
1
11.1%
3
37.5%
3
21.4%
1
20.0%
Poor
3
7.0%
0
0.0%
0
0.0%
0
0.0%
1
7.1%
2
40.0%
Rating
8
Transaction Management (TM) and Document Management (DM)
30% of the responding MLSs offer TM or DM, with 60% of those MLSs offering full TM.
50% offer electronic signatures with the system. 62% offer integrated forms where data
flows from forms to the document system – primarily Instanet Solutions customers.
Following are the vendor ratings:
TM/DM vendor?
DotLoop
Instanet
Solutions –
Transaction
Desk or
DocBox
Real Estate
Digital –
Transaction
Point
MarketLinx
Transaction
Manager
RELAY
Excellent
0
0.0%
9
40.9%
0
0.0%
1
11.1%
1
33.3%
Good
2
66.7%
10
45.5%
1
100.0%
7
77.8%
1
33.3%
Acceptable
0
0.0%
2
9.1%
0
0.0%
1
11.1%
1
33.3%
Poor
1
33.3%
1
4.5%
0
0.0%
0
0.0%
0
0.0%
Rating
Only 13% of respondents indicated that transaction management adoption is such that
40% or more of the listings are being managed electronically. The mode for adoption is
between five and ten percent of transactions. Obviously, there is opportunity to improve
TM adoption.
If applicable, what percentage of listings in your market are managed using
a TM/DM system to manage the process?
Total Responses - 47
1 to 5% - 9
23.98%
19.15%
5 to 10% - 14
10 to 20% - 10
20 to 30% - 7
30 to 40% - 1
29.79%
21.28%
14.89%
2.13%
40 to 60% - 3
6.38%
60 to 80% - 2
4.26%
80 to 100% - 1
2.13%
9
Forms
Instanet Solutions and TrueForms are the satisfaction leaders in this category. Following
are the forms vendor ratings:
Vendor
Rating
Instanet CDM
Forms
REIS Forms
Simplicity
TrueForms
ZipLogix ZipForm
Webforms
Excellent
9
47.4%
2
25.0%
2
50.0%
20
30.3%
3
27.3%
Good
7
36.8%
2
25.0%
1
25.0%
30
45.5%
4
36.4%
Acceptable
3
15.8%
4
50.0%
1
25.0%
12
18.2%
4
36.4%
Poor
0
0.0%
0
0.0%
0
0.0%
4
6.1%
0
0.0%
Statistics
10k leads the pack.
Vendor
Rating
10k
Research
Clarus MarketMetrics
(Terradatum)
MarketLinx Stats Pro
TrendGraphix
Excellent
13
76.5%
1
25.0%
1
7.1%
4
36.4%
Good
3
17.6%
3
75.0%
8
57.1%
5
45.5%
Acceptable
1
5.9%
0
0.0%
5
35.7%
2
18.2%
Poor
0
0.0%
0
0.0%
0
0.0%
0
0.0%
10
MLS Vendor / System Details
The following pages contain detailed responses for each MLS vendor and system.
Reading the results for your system will help you further understand what customers in
your MLS system community find important, how satisfied they are with specific aspects
of the system and the service they receive, how they believe the system and service
could be improved, and what improvement they liked most this past year. It can also
provide insight into the kinds of answers you may receive if you are calling references to
make a final decision on your next MLS system.
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Corelogic MarketLinx – InnoVia
How many subscribers are in your MLS?
100.00%
Less than 1000 - 9
47.37%
1000 to 3000 - 9
47.37%
3000 to 8000 - 0
0.00%
8000 to 15000 - 1
5.26%
15000 or more - 0
0.00%
Do you host your MLS system locally, or does an MLS vendor host the MLS
system?
100.00%
Locally hosted (in your MLS
office) - 0
0.00%
Locally hosted (in a co-location
facility) - 0
0.00%
MLS vendor hosted - 19
100.00%
Do you measure subscriber satisfaction with your MLS system via surveys?
100.00%
Yes - 12
No - 7
63.16%
36.84%
12
In the past year, did subscriber satisfaction:
94.74%
Greatly improve - 8
44.44%
Somewhat improve - 6
33.33%
Remain the same - 3
16.67%
Somewhat decrease - 1
Greatly decrease - 0
5.56%
0.00%
Current overall end-user overall satisfaction:
100.00%
Excellent - 9
47.37%
Good - 7
36.84%
Fair - 3
15.79%
Poor - 0
0.00%
Current overall MLS staff satisfaction:
100.00%
Excellent - 13
Good - 5
68.42%
26.32%
Fair - 1
5.26%
Poor - 0
0.00%
System speed / response time during peak periods:
100.00%
Excellent - 16
84.21%
Good - 1
5.26%
Fair - 2
10.53%
Poor - 0
0.00%
13
System uptime and availability:
100.00%
Excellent - 17
89.47%
Good - 1
5.26%
Fair - 1
5.26%
Poor - 0
0.00%
Timely and comprehensive communications regarding system and support
issues
100.00%
Excellent - 11
Good - 6
Fair - 2
Poor - 0
57.89%
31.58%
10.53%
0.00%
How would you rate the capability of your system to allow MLS staff to make
your own system modifications (add fields, change business rules, modify
reports, etc.)?
Excellent - 3
94.74%
16.67%
Good - 9
Fair - 4
Poor - 2
50.00%
22.22%
11.11%
Vendor responsiveness to system change / feature requests:
100.00%
Excellent - 12
Good - 4
Fair - 3
Poor - 0
63.16%
21.05%
15.79%
0.00%
14
Vendor responsiveness to integrate with 3rd party software
100.00%
Excellent - 14
Good - 3
Fair - 2
Poor - 0
73.68%
15.79%
10.53%
0.00%
Quality of software upgrades (e.g. bugs or other problems):
100.00%
Excellent - 11
Good - 5
Fair - 3
Poor - 0
57.89%
26.32%
15.79%
0.00%
Vendor customer service and technical support to MLS staff:
100.00%
Excellent - 14
Good - 4
73.68%
21.05%
Fair - 1
5.26%
Poor - 0
0.00%
Vendor customer service and technical support to end users (if applicable):
100.00%
Excellent - 10
Good - 6
Fair - 3
Poor - 0
52.63%
31.58%
15.79%
0.00%
15
If you could do it over again, would you select this MLS system again
today?
100.00%
Definitely - 12
63.16%
Likely - 6
31.58%
Not likely - 1
5.26%
Definitely not - 0
0.00%
Which is the next year you may have to start considering MLS vendor
options?
100.00%
2012 - 3
15.79%
2013 - 8
42.11%
2014 - 4
21.05%
2015 - 1
5.26%
2016 - 1
5.26%
2017 or later - 2
10.53%
If you could add or improve features in your current MLS system, what
would you do?
Modify the screen look to something more professional looking and more
compact.
Add customized reporting modules, the current reports are very dated.
looking forward to statistical report enhancements including improved
absorption measurements; tablet-optimized version. Add dynamic display
options
Better mapping
Improve commercial listing applications
Ability to copy map pictures for the listing.
Dynamic statistical reports.
better reports; moving to Fusion this spring
Better reports, more flexibility.
Clean up the format a bit. Remove gaps from sections.
16
How could service be improved?
InnoVia has really improved over the last couple years. I have absolutely no
complaints on their service.
add support via chat
Just some more bells and whistles.
Different mapping vendor
stabilize system
Create an online chat with my representative to address issues quicker.
Faster response to user problems.
I find MarketLinx InnoVia service to be excellent. They listen and they
implement. We have been with InnoVia since 1998.
Service is pretty good actually
What was your favorite system/service improvement this past year?
Drill downs separating subdivisions, zoning, areas, complexes and zip code
by city improving system accuracy substantially.
We added a Rental Module and the mapping improved.
Data Checker
Improved open house support; prospect management enhancements
Realist
Multi-tasking screens
Mapping enhancements
Moveable modules - mapping
Mapping system
improved map searching
As far as staff...the ability to make more changes within the system. For the
members … the Prospect Function enhancements and wireless InnoVia
access
Rets interface improvement
Separating Zip, Subdivisions, Zoning, Complex names and Areas by City.
EX. Select city from drill down and only see Zip etc. which pertain to that
city.
17
If your system was installed in the past year, please rate the implementation
and cutover:
Total Responses - 3
15.79%
Excellent - 2
Good - 1
66.67%
33.33%
Fair - 0
0.00%
Poor - 0
0.00%
18
Corelogic MarketLinx – MLXchange
100.00%
Less than 1000 - 9
31.03%
1000 to 3000 - 8
27.59%
3000 to 8000 - 8
27.59%
8000 to 15000 - 3
10.34%
15000 or more - 1
3.45%
system?
96.55%
Locally hosted (in your MLS office) 1
facility) - 0
3.57%
0.00%
96.43%
Yes - 12
No - 17
100.00%
41.38%
58.62%
19
72.41%
Greatly improve - 1
4.76%
38.10%
Remain the same - 9
42.86%
14.29%
0.00%
100.00%
Excellent - 7
24.14%
Good - 17
58.62%
Fair - 5
17.24%
Poor - 0
0.00%
Excellent - 10
96.55%
35.71%
Good - 13
46.43%
Fair - 2
7.14%
Poor - 3
10.71%
100.00%
Excellent - 12
41.38%
Good - 11
37.93%
Fair - 5
Poor - 1
17.24%
3.45%
20
100.00%
Excellent - 24
Good - 5
82.76%
17.24%
Fair - 0
0.00%
Poor - 0
0.00%
issues
100.00%
Excellent - 18
62.07%
Good - 5
17.24%
Fair - 4
13.79%
Poor - 2
6.90%
reports, etc.)?
Excellent - 6
100.00%
20.69%
Good - 9
31.03%
Fair - 8
27.59%
Poor - 6
20.69%
100.00%
Excellent - 9
31.03%
Good - 8
27.59%
Fair - 7
24.14%
Poor - 5
17.24%
21
100.00%
Excellent - 12
41.38%
Good - 8
27.59%
Fair - 7
24.14%
Poor - 2
6.90%
96.55%
Excellent - 14
Good - 8
Fair - 5
Poor - 1
50.00%
28.57%
17.86%
3.57%
100.00%
Excellent - 17
Good - 7
58.62%
24.14%
Fair - 3
10.34%
Poor - 2
6.90%
68.97%
Excellent - 10
50.00%
Good - 9
45.00%
Fair - 0
0.00%
Poor - 1
5.00%
22
today?
100.00%
Definitely - 16
55.17%
Likely - 8
27.59%
Not likely - 2
6.90%
Definitely not - 3
10.34%
options?
100.00%
2012 - 10
34.48%
2013 - 8
27.59%
2014 - 6
20.69%
2015 - 2
6.90%
2016 - 1
3.45%
2017 or later - 2
6.90%
would you do?
They are working on a cross-browser product.
Better IDX solution
Eliminate the need for ActiveX.
More staff control of back end, modular structure.
Add Tax Records
we’re slated for an upgrade in the next short while...it appears as our
recommendations will be included in this upgrade...cross platform
compatibility is a greater requirement than ever before, as well as ensuring
compatibility with devices (tablets and smartphones)...this should be
standard with no extra costs
Stat reports
Make it compatible with MAC’s & ipads
Speed
The staff functions are not as well developed as the rest of the system and
definitely need an update. The member issues we have reported are largely
being addressed w/the release of Fusion.
23
Cross platform accessibility Help menu more easily visible
Cross browser and platform functionality.
Better CMA
The features desired will be in the Fusion MLS System which we will be
transitioning to very soon!
better integration of ancillary sytems, IE: Key system, tax system, showing
appointment systems and so on.
Hard to say since we currently use MLXchange and will be migrating to
Fusion later this year. Most of the features I would add are already included
in Fusion.
Improved features, more comprehensive administrator capabilities
Accurate mapping; cross-browser comparability
The vendor should make the changes to the pick lists accessible to staff.
I’m not certain improvement is possible.
Faster responses, not being charged exhorbitant rates for every little
change.
By WPML opting for this service.
we’re satisfied with service
Better account technical support. Support staff is overloaded
My trouble shooting contact at Marketlinx is amazing - couldn’t be better.
We have had a list of field changes and other minor improvements in
process for nearly a year, they could take care of these in a more timely
manner.
Longer customer support hours for end-users that didn’t increase cost to
MLS
Timely responses, meeting deadlines
More resources for configuration changes
Would like changes implemented on a more timely basis.
Overall service is good. The changes and features we are waiting for are
coming. With the Transitions occuring in RE Technology right now this is
understandable and we are being kept in the loop, which is good.
CoreLogic MarketLinx Customer service is first class - can’t say enough
good things about the people who work there.
Quicker delivery of new features
More site configuration for staff
24
Good add-ons. Data Coop, Stats Pro
The ability to afford Realist now that CoreLogic owns Realist
hardly any substantial improvements made
Adding an Agent Remarks area for private remarks.
new interface
The addition of Realist Tax database
Introduction of Fusion MLS but versions slow in release
There have been no major system/service improvements this year, other
than standard upgrades. We’re looking forward to our vendor’s new crossplatform application due out in 2012.
Mobile solution and Data Co-Op
Realist
We implemented Fusion but have not rolled it out to the members at this
time.
Transitioning to Realist 2. It is an excellent product. Our members have also
had high marks on the features and enhancements of the MLS Data Co-op.
Introduction of Fusion so members may access the MLS through alternative
browers.
Fusion cross browser
Not really an improvement, but, the one thing that comes to the top of my
mind is just the consistent system uptime over the past year. It’s nice to
have a dependable stable system that we can rely on.
Introduction of Scout.
addition of wireless/mobile device access
and cutover:
Total Responses - 2
6.90%
Excellent - 1
Good - 0
50.00%
0.00%
Fair - 1
Poor - 0
50.00%
0.00%
25
If you answered the previous question "Acceptable" or "Poor", what
could have been improved?
I have had several complaints from our members about answerlink. it takes
a long time to get someone on the phone, and when the issue ends up
being with the end-user’s computer being incompatible with MLXchange,
answerlink has been unable to help them figure out what needs to be
improved on the users computer to make it work, and they are often
referred back to our board office. This has only happened a hand full of
times...but it is very frustrating when it does happen.
26
Corelogic MarketLinx – TEMPO
Total Responses - 8
100.00%
Less than 1000 - 0
0.00%
1000 to 3000 - 1
12.50%
3000 to 8000 - 4
50.00%
8000 to 15000 - 0
0.00%
15000 or more - 3
37.50%
system?
Total Responses - 8
100.00%
Locally hosted (in your MLS office) - 1
12.50%
Locally hosted (in a co-location facility) - 2
25.00%
62.50%
Total Responses - 8
100.00%
Yes - 2
25.00%
No - 6
75.00%
Total Responses - 7
87.50%
Greatly improve - 1
14.29%
57.14%
Remain the same - 2
28.57%
0.00%
0.00%
27
Total Responses - 8
100.00%
Excellent - 1
12.50%
Good - 6
75.00%
Fair - 1
12.50%
Poor - 0
0.00%
Total Responses - 8
100.00%
Excellent - 3
37.50%
Good - 4
50.00%
Fair - 1
12.50%
Poor - 0
0.00%
Total Responses - 8
100.00%
Excellent - 3
37.50%
Good - 3
37.50%
Fair - 2
25.00%
Poor - 0
0.00%
Total Responses - 8
100.00%
Excellent - 8
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
28
issues
Total Responses - 8
100.00%
Excellent - 3
37.50%
Good - 4
Fair - 1
Poor - 0
50.00%
12.50%
0.00%
reports, etc.)?
Total Responses - 8
Excellent - 0
Good - 2
100.00%
0.00%
25.00%
Fair - 5
Poor - 1
62.50%
12.50%
Total Responses - 8
Excellent - 1
100.00%
12.50%
Good - 4
50.00%
Fair - 3
Poor - 0
37.50%
0.00%
Total Responses - 8
Excellent - 1
100.00%
12.50%
Good - 5
Fair - 2
Poor - 0
62.50%
25.00%
0.00%
29
Total Responses - 8
100.00%
Excellent - 1
12.50%
Good - 3
37.50%
Fair - 3
37.50%
Poor - 1
12.50%
Total Responses - 8
100.00%
Excellent - 6
75.00%
Good - 2
25.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
25.00%
Excellent - 1
50.00%
Good - 1
50.00%
Fair - 0
0.00%
Poor - 0
0.00%
today?
Total Responses - 8
Definitely - 1
100.00%
12.50%
Likely - 5
62.50%
Not likely - 1
12.50%
Definitely not - 1
12.50%
30
options?
Total Responses - 8
100.00%
2012 - 3
37.50%
2013 - 3
37.50%
2014 - 2
25.00%
2015 - 0
0.00%
2016 - 0
0.00%
2017 or later - 0
0.00%
would you do?
Since converting to Tempo 5 our users have complained of slow page
loading, re errors, and lost functionality, more time-consuming to use, not to
mention the obstacles associated with ActiveX.
1. Hoping Fusion will eventually accommodate. 2. Current CMA inadequate
and probably where we hear most complaints. 3. Improve ability and
functionality of report customization. 4. Add ability to scroll through screen
with mouse wheel consistenly. 5. Go ahead and develop using HTML5 and
swith from Flash. - Better documentation on how certain functions work.
(Stats Pro, etc.) - Written procedure from vendor as to what nightly jobs run
and what they accomplish (in lay terms that a member could understand) Improve ActiveX controls to auto-detect whether browser has required
components
Cross Browser compatibility. Additional functionality to MLS staff. A really
good CMA.
Cross platform compatibility
Increased speed. Mobile solution at no additional cost. Improved tool for
managing RETS. Enter listings off line. Bulk upload photos. Tool permitting
MLS staff to make more changes.
These are comments on Fusion: Get rid of "flash" Improve client "gateway"
product Need printing consistency
Mobile friendly, more 3rd party product integration options for users
Turn on ability to create and edit business rules along with field changes.
31
We feel that we have always received great customer service and support
from the vender; they deserve an A for effort.
1. Faster response to major issues.
For our vendor to be more aware of what is happening in the world of
technology and try to stay ahead or at least on the curve of offering current
technology to us.
Our support person has too many accounts and is supporting too many
platforms. There seem to be more and more levels of approval required at
the vendor to get the
More communication Details in advance of new Fusion releases
Better after-hours response
RETS is wonderful; so easy to manage. Flexibility in selecting search and
sort fields is outstanding. Expanded capabilities in Client Gateway allow for
customized service to clients. There are many, many nice features in
Tempo 5.
1. Kurio 2. Data Co-Op
We had a number of 3rd party vendor for whom we offered SSO within
Tempo for their product.
Realist II
Mapping New gadgets Cross-browser capability
Media manager redesign in T4, which is being used in the new Corelogic
Fusion product.
Favorite was getting Fusion on same DB as Tempo so our members have a
choice of UI for MLS data. Next favorite is full Fusion on an iPad.
32
Corelogic MarketLinx – Matrix
Total Responses - 9
100.00%
Less than 1000 - 1
11.11%
1000 to 3000 - 3
33.33%
3000 to 8000 - 1
11.11%
8000 to 15000 - 2
22.22%
15000 or more - 2
22.22%
system?
Total Responses - 9
100.00%
0.00%
33.33%
66.67%
Total Responses - 9
Yes - 4
No - 5
100.00%
44.44%
55.56%
33
Total Responses - 6
66.67%
Greatly improve - 0
0.00%
100.00%
Remain the same - 0
0.00%
0.00%
0.00%
Total Responses - 9
100.00%
Excellent - 6
66.67%
Good - 2
22.22%
Fair - 1
11.11%
Poor - 0
0.00%
Total Responses - 9
100.00%
Excellent - 6
Good - 3
66.67%
33.33%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 9
100.00%
Excellent - 6
Good - 2
Fair - 1
Poor - 0
66.67%
22.22%
11.11%
0.00%
34
Total Responses - 9
100.00%
Excellent - 8
Good - 1
88.89%
11.11%
Fair - 0
0.00%
Poor - 0
0.00%
issues
Total Responses - 9
100.00%
Excellent - 8
Good - 1
88.89%
11.11%
Fair - 0
0.00%
Poor - 0
0.00%
reports, etc.)?
Total Responses - 9
Excellent - 5
Good - 2
100.00%
55.56%
22.22%
Fair - 1
11.11%
Poor - 1
11.11%
35
Total Responses - 9
100.00%
Excellent - 5
Good - 2
55.56%
22.22%
Fair - 1
11.11%
Poor - 1
11.11%
Total Responses - 9
100.00%
Excellent - 5
55.56%
Good - 2
22.22%
Fair - 2
22.22%
Poor - 0
0.00%
Total Responses - 9
100.00%
Excellent - 5
55.56%
Good - 3
Fair - 1
Poor - 0
33.33%
11.11%
0.00%
Total Responses - 9
100.00%
Excellent - 7
77.78%
Good - 1
11.11%
Fair - 1
11.11%
Poor - 0
0.00%
36
Total Responses - 4
44.44%
Excellent - 2
50.00%
Good - 1
25.00%
Fair - 0
0.00%
Poor - 1
25.00%
today?
Total Responses - 9
100.00%
Definitely - 6
66.67%
Likely - 2
Not likely - 1
Definitely not - 0
22.22%
11.11%
0.00%
options?
Total Responses - 9
100.00%
2012 - 2
22.22%
2013 - 2
22.22%
2014 - 2
22.22%
2015 - 2
22.22%
2016 - 1
2017 or later - 0
11.11%
0.00%
would you do?
Have more user (i.e., REALTOR®-defined) reporting features that would
assist members in their marketing. Enhance the ability to manipulate the
data more inside the application, rather than exporting. Reporting
continuous days on market (not entirely a System deficiency)
Our Members are very interested in a customer portal search option
available through Matrix on our own website. We understand that this is
37
under development currently.
Better statistical engine
Allow the user to supply his/her own boilerplate pages in the CMA
Would like more capability to make system changes
Better statistics, less clutter on the search screens, better and more direct
navigation from one feature to the next (too many clicks), data features
regionalized, agent ranking reports, ability to rollup reports by company
(multi office numbers could roll to a single number), better mobile interface,
more reports for cross property searches
The only real concern we have is with the amount of resources available /
committed to upgrades/specialized requests, major projects/additions, etc.
This sometimes translates into an unresponsive Association to the member
when the constraint is really at the supplier level.
We have always found the service from Tarasoft to be above and beyond
normal business standards and appreciate greatly the speed at which our
requests are fulfilled.
Our Customer Care Specialist Serene Stewart is there for us 24/7/365 and
our service is absolutely excellent! Never had such outstanding service from
a supplier!
Provide a comparison of features that other customers have so that we can
be sure we have the latest and greatest.
Service is good, but could get feedback on problems that are long term.
They tend to get lost in the shuffle and I don’t get follow-up unless I ask for
it.
- on demand stats (sort of) - city/town dictionary
Our Members love the customer input email which is available through the
auto email feature.
Stats are a great improvement, still need work
The ability to instantly retrieve and rerun any recent search; new multiple
photo upload with drag and drop ordering; hit counters; the addition of
Google Street View
Stats
Getting a new CMA program.
38
and cutover:
Total Responses - 1
Excellent - 0
11.11%
0.00%
Good - 1
100.00%
Fair - 0
0.00%
Poor - 0
0.00%
39
dynaConnections
Total Responses - 2
100.00%
Less than 1000 - 0
0.00%
1000 to 3000 - 0
0.00%
3000 to 8000 - 1
50.00%
8000 to 15000 - 0
0.00%
15000 or more - 1
50.00%
system?
Total Responses - 2
100.00%
50.00%
0.00%
50.00%
Total Responses - 2
100.00%
Yes - 2
100.00%
No - 0
0.00%
Total Responses - 2
100.00%
Greatly improve - 0
0.00%
100.00%
Remain the same - 0
0.00%
0.00%
0.00%
40
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
41
issues
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
reports, etc.)?
Total Responses - 2
Excellent - 0
100.00%
0.00%
Good - 2
100.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 1
50.00%
Good - 1
50.00%
Fair - 0
0.00%
Poor - 0
0.00%
42
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
n/a
today?
Total Responses - 2
100.00%
Definitely - 1
50.00%
Likely - 1
50.00%
Not likely - 0
0.00%
Definitely not - 0
0.00%
43
options?
Total Responses - 2
100.00%
2012 - 0
0.00%
2013 - 1
50.00%
2014 - 1
50.00%
2015 - 0
0.00%
2016 - 0
0.00%
2017 or later - 0
0.00%
would you do?
Allow extensive table add/edit functionality for MLS staff.
dynaConnections has been so responsive to our requests that they add and
enhance features and/or functions as requested. We are working on getting
electronic signatures incorporated in the MLS.
Greater interaction with us on future road maps for the system as a whole.
Communication on what customization may be in the works for other
markets allowing us to see if these might be something we would want to
add for our customers.
Service is great!
“Widgetizing” of the My MLS Home Page & the integration of 10K’s The
Thing.
Multiple polygons for searching on maps. Lead capture to be used thru links
to social networks and elsewhere.
44
FBS
100.00%
Less than 1000 - 13
65.00%
1000 to 3000 - 6
30.00%
3000 to 8000 - 0
0.00%
8000 to 15000 - 0
0.00%
15000 or more - 1
5.00%
system?
100.00%
office) - 0
0.00%
facility) - 0
0.00%
100.00%
Yes - 9
No - 11
100.00%
45.00%
55.00%
45
85.00%
Greatly improve - 2
11.76%
17.65%
Remain the same - 12
70.59%
0.00%
0.00%
100.00%
Excellent - 14
70.00%
Good - 6
30.00%
Fair - 0
0.00%
Poor - 0
0.00%
100.00%
Excellent - 17
Good - 3
85.00%
15.00%
Fair - 0
0.00%
Poor - 0
0.00%
95.00%
Excellent - 15
Good - 4
78.95%
21.05%
Fair - 0
0.00%
Poor - 0
0.00%
46
100.00%
Excellent - 19
95.00%
Good - 1
5.00%
Fair - 0
0.00%
Poor - 0
0.00%
issues
100.00%
Excellent - 14
Good - 5
70.00%
25.00%
Fair - 1
5.00%
Poor - 0
0.00%
reports, etc.)?
100.00%
Excellent - 14
Good - 6
70.00%
30.00%
Fair - 0
0.00%
Poor - 0
0.00%
100.00%
Excellent - 14
Good - 6
70.00%
30.00%
Fair - 0
0.00%
Poor - 0
0.00%
47
95.00%
Excellent - 11
57.89%
Good - 7
36.84%
Fair - 1
5.26%
Poor - 0
0.00%
95.00%
Excellent - 12
63.16%
Good - 7
36.84%
Fair - 0
0.00%
Poor - 0
0.00%
95.00%
Excellent - 16
Good - 3
84.21%
15.79%
Fair - 0
0.00%
Poor - 0
0.00%
90.00%
Excellent - 14
Good - 3
77.78%
16.67%
Fair - 1
5.56%
Poor - 0
0.00%
48
today?
100.00%
Definitely - 19
95.00%
Likely - 1
5.00%
Not likely - 0
0.00%
Definitely not - 0
0.00%
options?
95.00%
2012 - 0
0.00%
2013 - 4
21.05%
2014 - 2
10.53%
2015 - 9
47.37%
2016 - 3
15.79%
2017 or later - 1
5.26%
would you do?
A few tweaks on the administration side, related to maintaining member
records.
Interface with Social Media.
The mapping
Continue to develop API’s and allow conduit selection for listing syndication.
Some of what we might think to add has already been mentioned at the
Summit and they are working on implementing our requests. Half the time
they give us upgrades to the system, before we even have a chance to ask.
Minor issues that don’t even warrant an answer here.
Improve availability of mobile device access, which is in progress. Have
complete support of iPad on the full system. One-Click Client Portal up with
all the same customizable features for those advanced users. One click to
turn on the portal will also assign the username, password and send the
notification link. Add the button/link to edit up or template message prior to
turning on the portal and thus starting the up and e-mail. Reduce the need
for custom programming to implement field level logic to achieve increased
data accuracy. MLS Staff need the ability to accomplish this using a
49
common method that will facilitate the decrease in bugs introduced by long
forgotten custom code. Provide a mechanism (a report and bulk change
process) to audit user profile tings to ensure the proper level of access is
provided to ALL users at all levels. Make the Help button text more
available to end-users with current updated material.
Improve the flexmls mobile site. Improvements need to be made to the
home search function and access to the tour sheet (broker caravan) is
needed.
Easier data sharing options between MLS’s and tax integration.
Service regularly exceeds my expectations.
Very happy with current service
You can’t improve on perfection, FBS Data Systems, Inc. is top notch. Our
members - 99.9% of them love it.
FBS Is incredibly responsive to all our needs. When we have a critical issue
they are timely and innovative. If FBS continues this responsiveness I am
quite satisfied.
We compete with a larger regional MLS that offers more options such as tax
parcel info, sale history info, flood information, electronic signatures, etc.
We cannot compete with their services based on price and therefore use a
simplified version to keep costs competitive. We would prefer that our
vendor add these features free of cost so that we can still compete with
larger vendors and reduce out risk of a take-over.
More extensive QA of new feature releases and better documentation of
system changes. Additional time for testing new features in alpha or beta
and a chance to test after the bugs are fixed or recommendations installed,
prior to going live on the production site. Better documentation regarding
feature release - something more formal for the back end user - i.e. Release
Notes stating specific areas affected and MLS settings created to
complement/control the feature when appropriate.
Consistency among technical support staff. I sometimes receive different
info and answers on questions, depending on who I’m speaking to at FBS
tech support.
Improved tax function incorporated through MLS vendor rather than 3 rd
party company.
It’s excellent now.
50
Continued enhancement to Contact Management module and continual
enhancement of consumer contact points.
login feature and the stat reports.
IDX Manager/Mobile IDX/API Applications
Improvements to the Wireless MLS service interface, many agents now like
to use the phones or ipads to access the MLS.
Single Sign On capability and security was absolutely the most effective
measure for us.
Advances made in the mobile product and in iPad support have been
moves in the right direction, although there is more to be done. Member
tracking reports are an excellent addition. Mobile enhancements Nothing
comes to mind from a MLS Staff user perspective. I’m still waiting for
features that were previewed over a year ago - i.e. specific data reports on
subscriber usage of different areas throughout the system. My favorite
improvement was giving the end-users more capabilities in the system
based off their recommendations.
The flexmls mobile site, but there are still many limitations to the site.
Member Tracking Reports - a of tools that help MLS’s keep track of users
who may be sharing their login.
mobile applications
Flex Mobile
51
LPS - Paragon 5
100.00%
Less than 1000 - 30
71.43%
1000 to 3000 - 10
23.81%
3000 to 8000 - 2
4.76%
8000 to 15000 - 0
0.00%
15000 or more - 0
0.00%
system?
100.00%
Locally hosted (in your MLS office) 3
facility) - 0
7.14%
0.00%
92.86%
Yes - 16
No - 25
97.62%
39.02%
60.98%
52
78.57%
Greatly improve - 6
18.18%
51.52%
Remain the same - 9
27.27%
3.03%
0.00%
100.00%
Excellent - 19
45.24%
Good - 20
47.62%
Fair - 3
7.14%
Poor - 0
0.00%
100.00%
Excellent - 26
Good - 14
61.90%
33.33%
Fair - 2
4.76%
Poor - 0
0.00%
97.62%
Excellent - 23
Good - 15
Fair - 3
Poor - 0
56.10%
36.59%
7.32%
0.00%
53
100.00%
Excellent - 35
Good - 6
83.33%
14.29%
Fair - 1
2.38%
Poor - 0
0.00%
issues
97.62%
Excellent - 22
Good - 15
53.66%
36.59%
Fair - 2
4.88%
Poor - 2
4.88%
reports, etc.)?
97.62%
Excellent - 22
Good - 11
Fair - 7
Poor - 1
53.66%
26.83%
17.07%
2.44%
100.00%
Excellent - 22
Good - 14
Fair - 5
Poor - 1
52.38%
33.33%
11.90%
2.38%
54
92.86%
Excellent - 16
41.03%
Good - 16
41.03%
Fair - 5
Poor - 2
12.82%
5.13%
100.00%
Excellent - 16
38.10%
Good - 22
Fair - 3
Poor - 1
52.38%
7.14%
2.38%
97.62%
Excellent - 27
Good - 12
65.85%
29.27%
Fair - 2
4.88%
Poor - 0
0.00%
100.00%
Excellent - 20
Good - 17
Fair - 5
Poor - 0
47.62%
40.48%
11.90%
0.00%
55
today?
97.62%
Definitely - 29
70.73%
Likely - 11
26.83%
Not likely - 1
2.44%
Definitely not - 0
0.00%
options?
90.48%
2012 - 7
18.42%
2013 - 11
28.95%
2014 - 7
18.42%
2015 - 8
21.05%
2016 - 4
10.53%
2017 or later - 1
2.63%
would you do?
Improve Tax record accuracy & integration. Add Tax Maps, and deeds
Enhance the Contact section of Paragon5, including import and export to
outlook that the common user would be able to use.
Ability for timed email as opposed to immediately, with client connect
Better tax records. However, they are only as good as our township records
so we will not have good ones for awhile.
Better amortization functionality
labeling of functions in the system.
Improved Membership Roster Report
Tax Autofill
Better integration among all products under our contract. Contacts should
flow among all services.
Personally, I do not like the orange banner on Paragon home page.
Movable Tab Browsing within Paragon and additional Tax Data.
Improve client reports.
56
control to customize reports, statistical data and other information
generated by the system
RETS filter management. Available Vendor/developer support Improved
Report design tool. Data security tools
Tax data
Integration of 3rd party tools, Contact management integration with Outlook
Maps. A better CMA program. Search by APN.
Increase speed for printed reports
Add more Integration with interactive Forms vendors. More tablet support.
more custom stats
1. Add an automatic preview on the Company Info screen for CMA on both
the up through Preferences and the presentation itself. Agents might see it
as redundant to CLICK preview to see if something has been typed in that
section. 2. Make it more clear that auto email notification has been up
properly. There’s really no indication at the moment, unless you’re actually
paying attention to the menu on the left and see that Email Notification 1
pops up over there. A pop up that says "your auto email has been
successfully up" would be awesome!
More extensive feedback from our support managers about enhancements
we request, if they will be implemented, ignored, not possible, etc.
Customer Support for issues identified by the customer is poor. Over the
last year the MLS has had to elevate issues that were not receiving the
necessary response. It seems that the right "guy" who is required to resolve
an issue is always "out of the office".
From my standpoint, it could not.
Quicker turn around on responses. We primarily communicate via e-mail
and sometimes it takes 24 hours to get a reply. I would even like a reply that
says the issue is being researched. Overall they are very thorough though.
Third party integration seems to take a long time because not enough
people in that department.
Regarding rating the capability of MLS staff to make change - we are not
fully aware of what options we have to change, things that can be adjusted,
etc.
LPS does a great job with service.
I like the service...friendly, helpful especially to a non techie.
Better Communication of Work Order Progress.
Consistent timely communications.
57
Changes and upgrades can take up to a year
More prompt response time to MLS staff inquiries. More willingness to
explore/implement enhancement requests. More readily available member
communication for MLS staff to utilize.
More current data in an easy format
Lower hold times for end users
The CSR service we receive is outstanding.
Change single point of contact
No they are currently extremely responsive
P-5!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
We have had so many upgrades, and enhanced features it is too difficult to
just pick one. Every few weeks we are notified of updates to be released.
Assume Identify
For me as the MLS, assume identity, for the agents probably multiple photo
upload.
P5 was a great step forward. I love that it works with multiple browsers and
the tabbing.
Paragon 5
CMA
Paragon 5
completely new release
cross browser/cross platform
Moving from Paragon 4 to 5
Multi-tabs, photo labels
Members ability to use any browser.
Upgrade to P5
Paragon 5 compatibility with all browsers, MAC, Ipad etc.
Addition of Wizards
The switch from Paragon 4 to Paragon 5 was great!
Moved Platforms from Paragon 4 to Paragon 5.
Paragon 5!!!
Paragon 5 and true multitab browsing within the system
Photo label and deions. Assume Identity.
Assume Identity
The improvements made from Paragon 4 to Paragon 5
58
The ability of agents to interact with customer service from Paragon.
Assume Identity
Geo codes
P-5 !!!
Assumed Identity - Allows for one user or Assistant to access another’s
account.
"assume identity"
Uploading Multiple Photos, adding "watermarking" or MLS labels to photos
and cutover:
Total Responses - 8
19.05%
Excellent - 5
Good - 3
62.50%
37.50%
Fair - 0
0.00%
Poor - 0
0.00%
59
Rapattoni Corporation
100.00%
Less than 1000 - 15
50.00%
1000 to 3000 - 11
36.67%
3000 to 8000 - 2
6.67%
8000 to 15000 - 1
3.33%
15000 or more - 1
3.33%
system?
96.67%
facility) - 2
3.45%
6.90%
89.66%
Yes - 6
No - 24
100.00%
20.00%
80.00%
60
80.00%
Greatly improve - 4
16.67%
37.50%
Remain the same - 8
33.33%
8.33%
4.17%
96.67%
Excellent - 14
48.28%
Good - 10
34.48%
Fair - 4
13.79%
Poor - 1
3.45%
100.00%
Excellent - 17
Good - 9
Fair - 3
Poor - 1
56.67%
30.00%
10.00%
3.33%
100.00%
Excellent - 16
Good - 10
53.33%
33.33%
Fair - 2
6.67%
Poor - 2
6.67%
61
100.00%
Excellent - 23
Good - 6
76.67%
20.00%
Fair - 1
3.33%
Poor - 0
0.00%
issues
100.00%
Excellent - 17
Good - 7
56.67%
23.33%
Fair - 3
10.00%
Poor - 3
10.00%
reports, etc.)?
Excellent - 7
100.00%
23.33%
Good - 11
Fair - 9
Poor - 3
36.67%
30.00%
10.00%
100.00%
Excellent - 15
Good - 9
Fair - 2
Poor - 4
50.00%
30.00%
6.67%
13.33%
62
93.33%
Excellent - 12
42.86%
Good - 12
42.86%
Fair - 3
Poor - 1
10.71%
3.57%
100.00%
Excellent - 13
43.33%
Good - 12
40.00%
Fair - 5
Poor - 0
16.67%
0.00%
100.00%
Excellent - 22
Good - 5
73.33%
16.67%
Fair - 1
3.33%
Poor - 2
6.67%
93.33%
Excellent - 12
42.86%
Good - 13
46.43%
Fair - 3
Poor - 0
10.71%
0.00%
63
today?
96.67%
Definitely - 15
51.72%
Likely - 10
34.48%
Not likely - 3
10.34%
Definitely not - 1
3.45%
options?
90.00%
2012 - 6
22.22%
2013 - 7
25.93%
2014 - 4
14.81%
2015 - 3
11.11%
2016 - 3
11.11%
2017 or later - 4
14.81%
would you do?
We are currently adding a second MLS for Commercial properties.
For MLS staff - - Make member lists easier to produce and export. - Links.
Make it easier to attached forms under Links tab. Currently have to send to
Rapattoni and they attach or remove forms.
Allow administrative staff to make simple changes.
Additional CMA features.
Add Better Mobile and Tablet Solutions, and add integrated transaction
management. Also, improve map based searching.
Our system is only a year old last month so our members our still getting
use to the new system. You know as well as I people don’t like change so
the answer to the question decrease in user satisfaction and speed issues
are because we are still new members of the Rapattoni system.
More flexibility for staff to make table changes
I think that the features of the MLS are very good.
Simplify and streamline the MLS Listing experience. Roughly 80% o the
features in the MLS go unused by the membership due to its complexity.
64
Every time a new feature is added or changed something else breaks. this
is frustrating for customers. Simplify, Simplify, Simplify
System speed could always be improved.
tablet version better mobile site specific tools for support
Better Mobile Interface
at this point - Nothing!!! Rapattoni is an awesome system!!!!
Agents would love to be able to add/upload more than 5 photos at a
time...still working on this in programming...
More ability for staff to make modifications to fields and reports. Easier
export capability to 3rd party products.
MLS Staff’s ability to change business rules, add/modify fields, etc.
Rapattoni has stellar service.
Under Help, include instructions for MLS Staff to work with everything under
Staff Menu.
Better help desk.
Service would be improved if implementation dates were more realistic and
met. Feedback mechanisms are lacking.
In general Rapattoni is very good at getting requests of changes and issues
very quickly but there are a few times like the current that there are issues
that are marked urgent but have been "broken" for 2 months that they are
still working on.
It would be great if we were notified of issues ahead of time, so that we are
not kept in the dark until we call with an already reported problem. Also, our
agents are repeatedly told that the issues occuring for them are due to the
MLS office and most of the time this is not the case or it is a simple solution,
not an issue at all that we are blamed for.
Add additional staff members to handle the requests which come in from
the various MLS’s in order to cut down on wait time for system
improvements and fixes. Some of these requests and fixes just take too
long to complete.
Service is very good overall. Sometimes there is an issue we are that
cannot be duplicated by Rapattoni so it doesn’t get resolved as quickly as
we would like.
Responsiveness and Communication
N/A - they only provide exceptional service!!!
Rapattoni staff are AWESOME!!! Very helpful and quick to respond...their
service is top notch...no need for improvement! :)
Not releasing enhancements and upgrades until all the bugs are worked
65
out.
Customer service is fantastic.
Working with Rapattoni and their suggestion of adding a second MLS for
Commercial.
MLS Area Mapping Overlay - Autopop listing into correct MLS Area
Being able to open multiple sessions.
Open the MLS in Multiple Browser Windows
1-Line Grid
Map Explorer/Parcel Mapping
I can’t really answer this because we are new and everything is new to us
but I do love the availablity to size the columns in the one line grid and also
the last property looked at is highlighted to mark which one you are on.
One-line grid imitating Excel spreadsheet
I love the multi-window solution and the multiple one-line grids.
Vendor made improvements to its one line grid display which made it easier
to display results.
The ability to create custom grid displays.
multi sessions
Custom IDX Links
opening the MLS in multiple browser windows/tabs and customizable
information grid displays.
Had so many, here’s a few...staff given the ability to add subdivisions to the
system, the client portal activity e-mail, distinguishing between ‘leased’ and
‘sold’ listings (as we have rentals on our site...updated Bing
mapping...larger pixel sizes for photos uploaded...and lots more! Always
updating and enhancing a great system!
Multi-tasking in the MLS- Ability to open multiple windows to work from.
Grid interface, multiple grids.
66
and cutover:
Total Responses - 6
20.00%
Excellent - 4
Good - 1
Fair - 0
Poor - 1
66.67%
16.67%
0.00%
16.67%
67
Solid Earth
100.00%
Less than 1000 - 3
21.43%
1000 to 3000 - 7
50.00%
3000 to 8000 - 3
21.43%
8000 to 15000 - 1
7.14%
15000 or more - 0
0.00%
system?
100.00%
office) - 0
0.00%
facility) - 0
0.00%
100.00%
Yes - 6
No - 8
100.00%
42.86%
57.14%
68
71.43%
Greatly improve - 0
0.00%
10.00%
Remain the same - 7
70.00%
20.00%
0.00%
100.00%
Excellent - 3
21.43%
Good - 8
57.14%
Fair - 3
21.43%
Poor - 0
0.00%
Excellent - 2
100.00%
14.29%
Good - 7
Fair - 4
Poor - 1
50.00%
28.57%
7.14%
69
100.00%
Excellent - 8
57.14%
Good - 5
35.71%
Fair - 0
0.00%
Poor - 1
7.14%
Excellent - 6
Good - 3
Fair - 4
Poor - 1
100.00%
42.86%
21.43%
28.57%
7.14%
issues
100.00%
Excellent - 5
35.71%
Good - 5
35.71%
Fair - 4
Poor - 0
28.57%
0.00%
reports, etc.)?
Excellent - 1
Good - 3
Fair - 5
Poor - 4
92.86%
7.69%
23.08%
38.46%
30.77%
70
Excellent - 1
92.86%
7.69%
Good - 5
38.46%
Fair - 5
38.46%
Poor - 2
15.38%
92.86%
Excellent - 4
30.77%
Good - 4
30.77%
Fair - 5
Poor - 0
38.46%
0.00%
Excellent - 2
Good - 6
100.00%
14.29%
42.86%
Fair - 3
21.43%
Poor - 3
21.43%
Excellent - 6
100.00%
42.86%
Good - 4
28.57%
Fair - 4
28.57%
Poor - 0
0.00%
71
Total Responses - 6
42.86%
Excellent - 3
50.00%
Good - 1
16.67%
Fair - 2
Poor - 0
33.33%
0.00%
today?
100.00%
Definitely - 7
Likely - 3
50.00%
21.43%
Not likely - 4
Definitely not - 0
28.57%
0.00%
options?
100.00%
2012 - 5
35.71%
2013 - 5
35.71%
2014 - 2
14.29%
2015 - 2
14.29%
2016 - 0
0.00%
2017 or later - 0
0.00%
72
would you do?
Tax Assessor Information Integration
User Interface Better IDX Frame solution Property-based structure Browser
Compatibility (including mobile)
better performance in multiple browsers
Actually they are in the process of a rebuilt so I really can’t answer this
question since some of what we are looking for is in the new product.
Revenue generating advertising systems
Waiting on Spring MLS. Very excited about it!
More ability of MLS staff to change things without to ask vendor. Cross
Browser/Cross Platform compatibility. Better/Deeper usage analytics.
Right click needs to be available to download, export, print.
Overall site is out of date and lacking technically.
Improve scalablility of system to incorporate third party services such as
RETS IQ.
Add more flexibility for MLS Staff to make changes to the system on the fly.
Enhance the end user interface to be more mobile friendly.
Capable of making some changes ourselves
Better testing of improvements Make sure bug fixes don’t brake something
else.
Allow pipeline directly to programs without to go to front line technical
support. Better communication during downtime. Better follow up after
roblems have been resolved.
Communication, communication, communication.
Better structuring of enhancement schedules
Communication can always be improved.
Not really sure...we are in a period of massive transformation between the
new way and the old way. Feel its going to get worse before it gets better
Maybe some type of quarterly conference call...i think some people are
going to need that.
Communication is really pretty good, quick questions are answered
promptly. Still faulty in response to change requests.
73
Reduce system down time, meet system upgrade timelines, improve
customer communication
Adding "The Source" as a means of communication with staff and SEG
Support. It gives industry trends and support information with other MLSs.
System UI redesign, but not yet deployed
Nothing as they are working on a new product.
The Source.
The development of "Spring" for the tablet market
Implementation of a new development/release process. Not only do we get
release dates now, but they are also very reliable.
New ticketing system
The announcement of a new platform/system.
None
74
Stratus Data Systems
Total Responses - 2
100.00%
Less than 1000 - 0
0.00%
1000 to 3000 - 0
0.00%
3000 to 8000 - 0
0.00%
8000 to 15000 - 0
0.00%
15000 or more - 2
100.00%
system?
Total Responses - 2
100.00%
50.00%
50.00%
0.00%
Total Responses - 2
100.00%
Yes - 1
50.00%
No - 1
50.00%
Total Responses - 2
100.00%
Greatly improve - 0
0.00%
0.00%
Remain the same - 2
100.00%
0.00%
0.00%
75
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
76
issues
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
reports, etc.)?
Total Responses - 2
100.00%
Excellent - 0
0.00%
Good - 1
50.00%
Fair - 1
50.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
77
Total Responses - 2
100.00%
Excellent - 1
50.00%
Good - 1
50.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 2
100.00%
Excellent - 2
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
Total Responses - 1
50.00%
Excellent - 1
100.00%
Good - 0
0.00%
Fair - 0
0.00%
Poor - 0
0.00%
today?
Total Responses - 2
100.00%
Definitely - 2
100.00%
Likely - 0
0.00%
Not likely - 0
0.00%
Definitely not - 0
0.00%
78
options?
Total Responses - 2
2012 - 0
100.00%
0.00%
2013 - 1
50.00%
2014 - 1
50.00%
2015 - 0
0.00%
2016 - 0
0.00%
2017 or later - 0
0.00%
would you do?
Stratus is in the process of providing a new and innovative interface.
Many improvements coming in the new version release Q1 2012.
79
Thank You!
Thank you for reading Clareity’s “11th Annual MLS Customer Satisfaction Survey” - and
thanks again to the many MLS organizations that participated in this year’s survey!
The Clareity Consulting Team
About Clareity Consulting
Founded in 1996, Clareity continually strives to provide our clients an independent and
unique perspective. Due to our extensive involvement and interaction across the entire
Real Estate industry, we have a finger on the pulse of the industry. Clareity has
successfully executed a vast array of consulting projects for our clients, related to:















Development and analysis of RFPs for MLS systems, public records, broker
systems and transaction management systems
Public speaking and presentations
Strategic planning
Information security and business risk management assessments
VOW and IDX compliance audits
Regionalization and data share consulting
Mergers and acquisitions and strategic alliances
New product marketing and business plans
Product integration specifications
Conference planning and content development
Competitive analysis
Contract negotiation
Executive recruitment
Project management and implementation assistance
Market research including agent, broker, and staff surveys as well as onsite
focus groups
For more information please contact:
Gregg Larson
Clareity Consulting
Scottsdale
480-368-8100
Gregg.Larson@callclareity.com
Matt Cohen
Clareity Consulting
Minneapolis
612-331-1788
Matt.Cohen@callclareity.com
Or visit http://www.CallClareity.com
80

Introduction - Clareity Consulting

Transcription

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