Ensuring our customer and consumer experiences are effortless and enjoyable by designing products and services that adapt to changing needs. Delivering outstanding experiences for both our customers and consumers is vital for REA’s continued success. We consistently invest in innovative products and features that address the evolving needs of our audience, providing substantial value. In FY24, realestate. com.au attracted 127.2 million visits each month, with the total time consumers spent on our platforms was more than 5.1 times compared to our nearest competitor. Enhancing the customer experience We continually enhance REA’s customer experience by analysing contacts and enquiries through calls, emails, webforms and chatbots. In FY24, we conducted extensive research to create a comprehensive view of the customer journey and identify critical ‘Moments that Matter’. As a result, we increased training initiatives, improved the onboarding process and updated key products. Our customer training and resources hub saw 36,000 visits in FY24, an increase of 744%, with average time spent up by 51%. Additionally, we established a dedicated team to welcome new customers, reinforcing our commitment to superior customer service. Property Panel insights and shaping our roadmap REA’s Property Panel, comprising over 800 real estate professionals (up from 300 in FY23), provides valuable feedback on our products, services and market conditions. Through open forums, we address key industry issues such as rental shortages, industry burnout and adapting to market changes. A FY23 poll revealed that nearly 16% of real estate professionals are considering leaving the industry within six months, prompting us to invest further in our Advantage program for industry support. Property Panel members help shape REA’s product roadmap by providing input into our product planning process. This collaboration helps us prioritise and develop ideas that best resonate with the market. Experience and satisfaction – customer and consumer Customer feedback and iterations ensure our products are fit-for-purpose and integrate seamlessly with workflows. Notable outcomes of this process include the redeveloped comparative market analysis (CMA) tool, improved Ignite functionality and enhanced Premiere+ features. Improving pricing transparency for consumers Consumer research has identified price transparency as a significant frustration among consumers. In response, realestate.com.au now displays the Statement of Information price on the Search Results and Property Detail pages in Victoria when no price is provided. Since launching this initiative, we’ve observed a decrease in consumer complaints regarding the lack of pricing information in Victoria. In FY25 we are expanding this initiative to support price transparency in other states. people visited realestate.com.au on average each month 10.8 million property brand in Australia #1 Property portal #1 Social 38 REA Group Ltd | Sustainability Report 2024
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