Nine MLS system vendors evaluated in Clareity Consulting’s third annual “MLS Customer Satisfaction Survey” received an overall rating of “good” or “excellent,” although some individual MLS accounts still have some “end-user satisfaction issues.”

“Although Clareity is aware of a few new system roll-out disasters in 2003, overall 2003 was a good year for implementations, and the MLS vendors did well enough to garner respectable initial end user satisfaction,” the consultants stated in their report on the survey results.

The purpose of the survey was to learn more about Internet MLS adoption, customer satisfaction, system performance and vendor responsiveness, according to the Scottsdale, Ariz.-based company. A record 133 MLSs responded to the survey this year. Of those, 122 operate a standalone Web-based system and 11 operate a Web-based system in parallel to an older so-called “legacy” MLS system.

The survey asked MLS system customers to rate their vendor on customer satisfaction, satisfaction during the first 30 days of use, implementation planning, data conversion, ability to meet deadlines, system features, performance, reliability and responsiveness, among other criteria.

The survey also asked MLS system users to share recommendations for MLS system and vendor selection, contract negotiations, conversion planning, user training and member communications. A number of these recommendations were included in the consultants’ report of their findings.


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