Overview

This article explains how agents in the Zillow Preferred(SM) program can access and interpret their performance report in Follow Up Boss (FUB). It covers key metrics, leaderboard rankings, and coaching resources to help you improve your results as a Zillow Preferred partner agent.

Zillow has performance standards to ensure agents are effectively helping customers through their home buying journey, serving their needs along the way.

Before you begin

• You must have an active Zillow two-way integration set up in your FUB account.
• Only agent accounts that are participants in Zillow Preferred can view this report.

How to access your Zillow Preferred Performance Report

1. Log in to your Follow Up Boss account.
2. Go to Reporting.
3. Select Zillow Performance Report.

Understanding your overall performance metrics

The report displays your performance on Zillow Preferred Program Standards. (https://www.zillow.com/preferred/program-standards/) 

Along with your overall performance, it shows the number of Zillow Preferred connections you’re scheduled to receive this month based on your performance level.

Your overall performance is determined by these metrics:

• Predicted Conversion Rate (pCVR): Zillow’s evaluation of agent performance based on typical performance in their market and each agent’s conversion rate and connection volume over the past 180 days, with recent activity in the last 90 days counting for more.
  • Standard: 4% or greater.
• Zillow Home Loans Pre-Approval Target*: Number of agent’s customers who get pre-approved with Zillow Home Loans. This empowers consumers to navigate affordability during their home search by equipping them with Zillow Home Loans pre-approvals.
  • Standard: 100% of target over the last 90 days.
    *The use of Zillow Home Loans pre-approval target as a performance metric may differ by market. Please reach out to your Growth Advisor for details relevant to your market.
• Pickup Rate: Your responsiveness to incoming Zillow Preferred connection calls, calculated as the number of calls answered in the last 90 days divided by total call attempts. 
  • Standard: 25% or greater.

How to improve your performance

Move up the leaderboard by improving your overall performance, which is based on your predicted conversion rate, Zillow Home Loans pre-approvals, and pickup rate.

Here’s how to improve each of these metrics:

• Predicted conversion rate (pCVR): Log a transaction with any Preferred connection from the last two years to improve your pCVR. 
• Zillow Home Loans pre-approvals: Introduce any customer to Zillow Home Loans and help them complete the pre-approval process.
• Pickup rate: Maintain a pickup rate for Zillow connection calls of at least 25% to avoid dropping to a lower performance tier.

Coaching section

The Coaching section of the report shows your conversion pipeline and your Zillow Home Loans pre-approval pipeline. It shows you how clients that you transferred to ZHL progressed through the pre-approval application process, along with benchmarks. Use these insights to identify opportunities for improvement and track your progress.

Troubleshooting

• If you do not see the Zillow Performance Report, confirm that your FUB account has the Zillow two-way integration enabled.
• For additional help, visit the Unified Help Center or contact support.