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Client Experience Rating

The HAR Client Experience Rating program empowers home buyers and sellers throughout the greater Houston area to evaluate their REALTORS® on a five-point rating system following a transaction. HAR was the first real estate trade association in the U.S. to provide this service when it was introduced in 2009. HAR members who participate in the program have their ratings promoted to consumers on HAR.com on their property listings, HAR member website and in the HAR Member Finder.

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Once a listing’s status is changed to sold, the buyer and seller’s REALTOR® each receive an e-mail asking for their client’s e-mail address. An e-mail is then automatically sent on the REALTOR®’s behalf to their client asking them to complete a quick survey rating their REALTOR® on four service categories:

Competency – Explained process clearly, ensured paperwork was correct, use of technology, negotiation skills, attention to detail, represented and protected my interests.
Market Knowledge – Knowledgeable of market, neighborhood and community.
Communication – Kept me updated, responded timely, communicated based on my preference.
My Experience – Understood my needs, gave me personal attention, made me feel valued as a client, was on time and prompt. I would recommend this REALTOR® to a friend or colleague.

The client may also include comments about their experience with their REALTOR®. Upon submission of the survey, the REALTOR® receives an e-mail letting them know a client has completed a survey. To ensure the integrity and accuracy of the Client Experience Rating, the HAR REALTOR® Rating Task Force established participation rules, measures to prevent abuse, guidelines and terms of use.

Key statistics of the program as of July 2013:

  • Total Surveys Emailed by HAR to Agent Clients 132,848
  • Client Completed Surveys 72,274 (54%)
  • Completed Surveys Displayed on HAR by Agent 66,080 (91%)
  • Agents Who Elect to Survey Clients 3,895
  • Agents Who Display Ratings on HAR.com 2,543
  • Average Client Experience Rating Score 4.94/5.0

HAR has long strived to raise the bar for services that REALTORS® provide the consumer by creating an open and transparent rating environment. Asking clients to evaluate their REALTORS® in a number of areas enables HAR members to easily gauge what they’re doing well and identify areas of improvement.

More information about the HAR Client Experience Rating program is available at http://members.har.com/Realtor-Rating-Program.

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