96% Customer Satisfaction Ratingbuyer and seller survey results combined

Premier Service® Survey Results

Total Surveys Sent out in 2010: 23,184Survey Return Rate: 28%

Since 2002 we have been gathering important customer information with our Customer Satisfaction Survey.

95% of our Customers would use the same Sales Associate in the future.

95% of our Customers would recommend the same Sales Associate to a friend.

Results vs. Same Period Prior Year 2009 2010 Change

Buyer 96.4% 96.1% -0.3%

Seller 95.4% 95.6% +0.2%

Combined 96.0% 95.9% -0.1%

9%

2% 1% 1%

87%

9% Satisfied

2% Neutral

1% Dissatisfied

1% Very Dissatisfied

87% Very Satisfied

2010

FULL

YEA

R

Real Living Real Estate continues to lead the industry with a 96% national customer satisfaction rating — well above the real estate industry as a whole.

2010 Buyer Survey Findings

Use t

he sa

me Sale

s Ass

ociat

e in t

he fu

ture

Over

all s

atisf

actio

n with

Sal

es A

ssoc

iate

Avail

abilit

y of S

ales A

ssoc

iate

Quali

ty an

d fre

quen

cy of

commun

icatio

n

Coun

selin

g and

need

s ass

essm

ent

Nego

tiatin

g ass

istan

ce

Atte

ntion

to de

tail

Sa

les A

ssoc

iate’s

know

ledge

of ar

ea

Use R

eal L

living

Rea

l Esta

te in

the f

utur

e

Reco

mmend R

eal L

iving

Rea

l Esta

te to

a fri

end

Reco

mmend s

ame S

ales A

ssoc

iate t

o a fr

iend

Buy

ers s

urve

yed w

ere e

ither

Very

Sat

isfied

or

Sat

isfied

with

the f

ollow

ing:

W

ere e

ither

Very

Like

ly or

Like

ly to

:

Thor

ough

ness

of se

arch

proc

ess

87%

88%

89%

90%

91%

92%

93%

94%

95%

96%

97%

100%

96 9695

9796

93

97

95 95

90

95

91

Buyer Survey Results:

96.1% very satisfied or satisfied

Over

all s

atisf

actio

n with

Sal

es A

ssoc

iate

Quali

ty an

d fre

quen

cy of

commun

icatio

n

Advic

e/co

unse

l

Negot

iating

assis

tanc

e

Atte

ntion

to de

tail

Mar

ketin

g plan

Price

and t

erms o

f sale

Use R

eal L

iving

Rea

l Esta

te in

the f

utur

e

Use t

he sa

me Sale

s Ass

ociat

e in t

he fu

ture

Reco

mmend s

ame S

ales A

ssoc

iate t

o a fr

iend

Reco

mmend R

eal L

iving

Rea

l Esta

te to

a fri

end

Sell

ers s

urve

yed w

ere e

ither

Very

Sat

isfied

or S

atisf

ied w

ith th

e foll

owing

:

W

ere e

ither

Very

Like

ly or

Like

ly to

:

87%

88%

89%

90%

91%

92%

93%

94%

95%

96%

100%

96 9695

88

93

95 95 95

91

95

91

2010 Seller Survey Findings

Seller Survey Results:

95.6% very satisfied or satisfied

Agent Awards

Premier Service Diamond Elite

Minimum 97% Customer Satisfaction Rating

Minimum 10 returned surveys

Minimum 30% survey return rate

Premier Service Diamond

Minimum 95% Customer Satisfaction Rating

Minimum 5 returned surveys

Minimum 30% survey return rate

Office Awards

Premier Service Diamond Elite

Minimum 97% Customer Satisfaction Rating

Minimum 20 returned surveys

Minimum 30% survey return rate

Premier Service Diamond

Minimum 95% Customer Satisfaction Rating

Minimum 10 returned surveys

Minimum 30% survey return rate

Premier Service Awards were based on results compiled from surveys sent between October 1, 2009 and September 30, 2010.

38WINNERS

175WINNERS

25WINNERS

22WINNERS

2010 Premier Service Awards

96%*OverallCustomerSatisfaction

86%*CustomerSatisfactionwith Selling Process

9%

2%1% 1%

87%very satisfied

satisfied

neutral

dissatisfied

very dissatisfied

87%

9%

2%

1%

1%

Real Living Real Estate

31%

9%5%

55%very satisfied

somewhatsatisfiedsomewhatdissatisfied

very dissatisfied

55%

31%

9%

5%

National Association of Realtors®

Real Living Real Estate takes the satisfaction of our customers seriously. Through the NAR Profile of Buyers and Sellers, we are able to compare our results to the industry’s. It’s important to note that the questions NAR uses vary slightly from the questions Real Living Real Estate uses to measure customer satisfaction. As the only real estate franchisor to measure customer satisfaction through a third-party survey company, we hold our agents accountable for the services they provide and ensure that these services meet or exceed the expectations of our customers. Our dedication to customer service shows!

*Source: 2010 NAR Profile of Home Buyers and Sellers. (8,449 survey responses 7/1/09 through 6/30/10)

*Source: 2010 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (9,910 survey responses 7/1/08 through 6/30/09)

96%*OverallCustomerSatisfaction

91%*CustomerSatisfactionwith Buying Process

9%

2%1% 1%

87%very satisfied

satisfied

neutral

dissatisfied

very dissatisfied

87%

9%

2%

1%

1%

Real Living Real Estate

34%

7%

2%

57%very satisfied

somewhatsatisfiedsomewhatdissatisfied

very dissatisfied

57%

34%

7%

2%

National Association of Realtors®

*Source: 2010 NAR Profile of Home Buyers and Sellers. (8,449 survey responses 7/1/09 through 6/30/10)

*Source: 2010 Real Living Real Estate Customer Satisfaction Survey administered by Leading Research Corporation. (9,910 survey responses 7/1/08 through 6/30/09)

Profile of Home Sellers Profile of Home Buyers

Real Living Real Estate vs. Industry2010 Customer Satisfaction

0 20 40 60 80 100

Would Seller Use Agent Again or Recommend to Others

Real Living Real Estate

Industry 84%

94%

Repeat Customers and Customer Referrals

11%higher than the national average

When asked if the Buyer/Seller would use the agent again or recommend the agent to others, Real Living Real Estate ranked higher than the national industry average.

©2011 Real Living Real Estate, LLC. An Independently Owned and Operated Firm. Real Living is a registered service mark. Equal Opportunity Housing Provider. 2010 Customer Satisfaction Survey data supplied by Quality Service Certification, Inc., an independent research company retained to measure customer satisfaction of Real Living Real Estate customers.

0 20 40 60 80 100

very likely

likely

neutral

unlikely

very unlikely

Real Living Real Estate results

0 20 40 60 80 100

definitely

probably

don’t know

probably not

definitely not

The National Association of Realtors® results

87%

8%

2%

1%

3%

63%

21%

1%

8%

7%

0 20 40 60 80 100

Real Living Real Estate

Industry 87%

95%

8%higher than the national average

0 20 40 60 80 100

very likely

likely

neutral

unlikely

very unlikely

Real Living Real Estate results

0 20 40 60 80 100

definitely

probably

don’t know

probably not

definitely not

The National Association of Realtors® results

88%

7%

2%

1%

2%

65%

22%

2%

5%

6%

Would Buyer Use Agent Again or Recommend to Others

Real Living Real Estate vs. Industry