Big Coldwell Banker brokerage publishing unfiltered agent reviews

Listen360 surveying Coldwell Banker Bain Seal clients

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A big brokerage with more than 1,000 agents in 30 offices in Washington and Oregon, Coldwell Banker Bain Seal is collecting reviews from clients its agents work with -- and publishing all of them. A week after closing a deal with a Coldwell Banker Bain Seal agent, every buyer and seller client receives a survey by email asking them two open-ended questions about the service they received from the firm and the agent. The Bellevue, Wash.-based firm publishes 100 percent of those responses, whether positive or negative, on its Facebook page, website and the agents' company website profiles. Managers also review the responses. The transparency of the customer review program "helps us elevate our service because we know that every customer will be asked, given the opportunity to comment, on the service they receive," said Mike Grady, president and chief operating officer. “The openness of the responses also allows us to constantly monitor the effectiveness of our entire organi...