For the fifth year in a row, Paragon, Black Knight’s MLS software, ranked at the top in the Clareity MLS Customer Satisfaction Survey. Paragon received the highest rankings from both MLS staff and end users in the 16th annual survey and received ratings of at least 90 percent from most areas surveyed.
"On behalf of the entire Black Knight Paragon team, I would like to express our deepest gratitude to our valued clients, who provided open and honest feedback on our systems, implementations and service," said Black Knight Data & Analytics VP and Real Estate Market Leader Chip McAvoy.
"This recognition inspires us to strive even harder to exceed our clients' expectations and provide their real estate professional members with the innovation and exceptional service they need to better support their home buyers and sellers,” he added.
Paragon received the rating of “excellent” or “good” for overall satisfaction from 96 percent of end users and 93 percent of MLS staff.
Survey respondents also noted Paragon’s speed during peak times, system uptime, quality of software upgrades, and vendor customer service and technical support.
When it comes to customer service and technical support, Paragon stands out with agents available 80 hours per week. More than 90 percent of issues are resolved on the first call.
Black Knight recently added a Collaboration Center portal, mobile enhancements, and Paragon 4 Brokers, all of which the company says contributed to its high rankings in this year’s survey.
Other factors contributing to customer satisfaction include “attention to detail and dedicated support managers for each account,” according to Black Knight.
About 91percent of survey respondents said they would “definitely” or “likely” choose Black Knight for their MLS service in the future.
"Clareity Consulting applauds Black Knight MLS Solutions' Paragon team for earning top rankings in our survey for the fifth year in a row," said Gregg Larson, Clareity Consulting CEO. "We hope this annual survey provides Black Knight with valuable insight about what respondents commend about their system and the enhancements they appreciate most."
Clareity Consulting gathered feedback from 223 MLS organizations representing more than 1 million subscribers across the country between January and February. The survey included systems used by 10 or more MLS organizations.