The best technology doesn’t stand still. It evolves with the people who use it, the markets it supports, and the challenges real estate professionals face every day.

Customer feedback plays a critical role in how Realtracs improves its MLS platform and supports real estate professionals. Recent enhancements to Realtracs Showings, including the ability to document feedback received by phone, text, or email, demonstrate how customer insights can help inform product improvements.

Through surveys, support conversations, training sessions, and direct collaboration with customers, we continually identify opportunities to make Realtracs work better for the people who rely on it every day.

How Realtracs Collects Customer Feedback

 
Some of the most valuable feedback happens through everyday conversations.

Our Customer Engagement Team (CET) works directly with brokers and agents, giving them firsthand insight into customer questions, needs, experiences, and how they use the platform in their day-to-day business. The CET sees firsthand how different users navigate the platform and brings those insights back to the product team to inform future improvements.

Our customer support team hears about challenges as they happen and collects ongoing feedback that is shared directly and instantly with our CET and product teams. We aim to be as transparent as possible with customer feedback because the Realtracs team shares one goal: help customers as efficiently as possible.

The Realtracs Advisory Council (RAC) gives firsthand insight into the market and agent experience. Council members, consisting of two representatives from participating associations, meet with Realtracs Leadership and Product Managers to share feedback, identify opportunities for improvement, and preview and test new features before release.

And, as new associations, such as River Counties Association of REALTORS® and the Great Smoky Mountains Association of REALTORS®, switch to Realtracs, we learn about their unique markets, goals, and expectations throughout the onboarding process. Those conversations help us identify potential roadblocks, improve product capabilities if needed, and refine our training and communication so the transition is as smooth as possible.

Together, these touchpoints give us a more complete picture of the customer experience. Feedback isn’t limited to a single department or interaction. It’s an ongoing conversation that helps us understand how we can better serve our members.

How Realtracs Customers Share Feedback

 
While everyday conversations give us valuable insight into our customers’ experiences, we also want to make it easy for them to share feedback directly with us. Our Net Promoter Score (NPS) surveys and Submit Feedback button offer two additional ways for customers to tell us what’s working well and where we can improve.

Our NPS surveys give us a pulse on how customers feel about Realtracs while providing an opportunity to share their experiences and suggestions.

The Submit Feedback button, located within our product, gives customers another way to share their thoughts directly with us. Whether it’s an idea for a new feature, a suggestion for improving an existing tool, or something that could make their use of Realtracs easier, these insights help us better understand what matters most to the people who rely on Realtracs every day.

How Feedback Leads to Product Improvements

 
Collecting feedback is only the first step. The real value comes from what happens next.

Sometimes, it’s the seemingly small improvements that make a big difference in how brokers and agents use Realtracs every day.

Take Realtracs Showings, for example. Agents had requested a way to document showing feedback received outside of the standard feedback form. In response, we introduced the Add Note button, allowing agents to record feedback received by phone, text, or email directly within a showing appointment.

Subscribers also asked for co-list agents to receive showing notifications. Now, co-list agents can choose to receive those notifications by text or email, helping everyone involved stay informed.

Another frequently requested enhancement was the ability to import contacts rather than entering them individually. We introduced a four-step Contact Import process that allows subscribers to upload, review, and import their existing contacts directly into Realtracs.

These are just a few ways customer feedback has helped shape improvements to the platform.

Continuous Improvement Starts with Listening

 
Every piece of feedback adds context. It helps us look beyond individual requests to spot patterns, understand common challenges, and identify opportunities for meaningful improvements.

Of course, not every suggestion leads to an immediate change. We look for common themes, share insights across teams, and use what we learn to guide decisions about our platform, training, and customer experience.

At Realtracs, improvement is an ongoing process. By listening consistently, asking questions, learning from our customers, and turning insights into action, we can continue building an MLS experience that works better for the people who depend on it.

Because a better Realtracs starts with listening.