Nov 5, 2019
Zillow Response
6yThank you for taking the time to write your review and for the thoughtful detail on your advice. Happy to hear about your positive experiences with co-workers, IT support and our beautiful location at Seattle HQ. As you experienced, we are changing and evolving constantly at ZG, and with change can come lack of clarity and direction if not messaged correctly. A priority for us in 2019 and going into 2020 is a clear line of site with our OKR’s and direction with our entire team, including proactive communication and transparent messaging on the “why” behind our direction and decisions made. Regarding our customers and sales team, you are right in the fact that we need to listen to them and calibrate based on that feedback. We launched a new role Senior Director, Partner Engagement a few months ago with the goal of ingesting the voice of our customers and delivering improvements based on our partner’s feedback. This will help to alleviate the challenges you may have experienced in your department. Lastly, we are currently in the process of gathering feedback from our Fall Employee Engagement Survey and will deliver our plans of action to improve in each department based on this feedback. We absolutely take these surveys seriously and will communicate our plans to build on what is working and fill the gaps where we are missing the mark based on this employee feedback. I would love to hear additional feedback or suggestions you have around voice of the customer and how we can build and improve on communication within our teams in 2020. Feel free to email me at brandoni@zillowgroup.com. Best of luck in your next opportunity and thank you again for your review.
Brandon Inouye - Senior Director, Zillow Premier Agent Sales