How well do you listen to your customers?
Strong listening helps customers feel heard, understood and confident that their needs are being taken seriously.
This short questionnaire will help you reflect on how well you listen during customer conversations and interactions.
You’ll respond to 10 statements. Answer based on what you usually do, rather than what you think the ideal response should be.
There are no right or wrong answers.
How often is this true for you?
Your customer listening result:
What your score means
Your listening opportunity
0 / 40
Your position on the listening scale is shown below.
It’s to make the customer feel understood.
Strong customer listening means paying attention to more than the words being used. Tone, pace, body language and the questions a customer asks can all reveal what matters most to them.
Listening also means checking your understanding before moving towards an answer or solution. A short pause or clarifying question can prevent misunderstandings and build customer confidence.
Try these in your next customer conversation.
Remove distractions
Give the customer your full attention. Close unnecessary screens, stop typing and focus on the conversation.
Check your understanding
Summarise what you have heard and ask whether you have understood the customer correctly.
Listen beneath the words
Notice tone, pace and body language. Consider what the customer may be feeling as well as what they are saying.
Great customer experience starts with understanding how your people show up.
RealService helps real estate organisations understand their customers and equip their people to deliver better customer experiences through customer insight, strategy and training.
We work with property owners, investors, managers and operators to turn customer understanding into practical improvements in how organisations communicate, respond and deliver service.
Talk to us about your team