How Buyers Use Technology in the Home Search Process Section 1

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2 Introduction In 1964, 40 percent of home buyers read newspaper ads to find a home and seven percent drove around looking for an open house. In 2014, 43 percent looked for properties online first. The world we live in today is a digital one and searching for a home is no different. Buyers now have apps that let them search by location and neighborhoods. Online listings have virtual tours so viewers can look at a bunch of potential homes while narrowing down their search to a select few in the effort to save time. Online searching maximizes the ability to compare and contrast homes on the market by selected features. Most of this is done before a potential home buyer connects with a real estate agent. Also in 1964, 61 percent of home buyers contacted agents they knew. In 2014, buyers worked with an agent 87 percent of the time to find their home, so trust in a REALTOR is still king. While the initial process may start online, home buyers turn to the advice from a trusted real estate agent. The difference is that home buyers are entering the process more educated about the market before they speak to a home seller or an agent. In addition to the home buying process, REALTORS also utilize technology in their everyday business practices. Staying up to date with new technology is important, but also cited as one of the biggest challenges for firms in the next two years. Over 90 percent of real estate firms have websites, and the most common feature on their websites were property listings. Along with web use, REALTORS are also using their mobile devices for a multitude of different activities, with the primary being to communicate with their clients. In the Real Estate in a Digital Age report, we examine the process home buyers go through in the initial online search and how REALTORS are connecting with customers in the digital space.

3 How Buyers Use Technology in the Home Search Process Section 1 Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

4 A Day in the Life of a Home Buyer How Home Buyers find a home The typical buyer used a mobile device to search for properties online. S/he looked at websites with photos, home listings, and information about the home buying process. S/he then contacted an agent and visited a median of 10 homes over 10 weeks in 2014 before purchasing a home. The typical home buyers is a Millennial years old, married without children living at home, and has a median income of $84,500. Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

5 Age of Home Buyers (Percentage Distribution) Definitions: Generation Categories: Year Born: Millennials/Gen Y/Gen Next: Gen X: Younger Boomers: Older Boomers: Silent Generation: Millennials make up the largest group of first-time home buyers at 68%, followed by Generation X at 29% Median Age (years) to 68 years = 15% 35 to 49 years = 27% 25 to 34 years = 32% 69 to 89 years = 10% 50 to 59 years = 16% Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

6 First Step Taken During the Home Buying Process (Percentage Distribution) All Buyers: 43% - Looked online for properties for sale 15% - Contacted a real estate agent 12% - Looked online for information about home buying process Generational Data: 28% of the Silent Generation contacted a real estate agent first 17% of Millennials looked online for information 7% - Talked with a friend or relative about home buying process 6% - Contacted a bank or mortgage lender 6% - Drove-by homes and neighborhoods 10% of Millennials talked with a friend or relative 10% of Older Boomers and the Silent Generation drove by homes and neighborhoods Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

7 Information Sources Used in Home Search (Percentage Distribution) Real estate agent 87% Online website 88% Open house 44% Mobile or tablet website or app 50% 94% of Millennials search on online websites compared to 84% of Baby Boomers and 65% of the Silent Generation Online video site 26% Yard sign 48% 9 out of 10 buyers of all generations contacted a real estate agent Older Boomers used a mobile device at less than half the rate of Millennials Older Boomers also used an online video site one-third more frequently Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

8 Frequency of Use of Different Information Sources (Percentage Distribution) Didn t search websites 12% Didn t use agent 13% Didn t search on mobile device 52% Used mobile device in search 48% Searched websites 88% Worked with agent 87% Didn t search yard signs 52% Found yard signs 48% 95% of Millennials cited using the internet whereas only 60% did from the Silent Generation Didn t go to open house 56% Went to open house 44% Source: NAR 2014 Profile of Home Buyers and Sellers

9 Mobile Search (Percentage of Respondents Among those Who Used Mobile Search) 58% of Millennials used an iphone compared to only 18% of the Silent Generation and 35% for Older Boomers 10% Searched with a different tablet 27% Found home with a mobile app 6% Searched with a Windows based mobile device 52% Search with an iphone 27% Search with an Andriod 46% Search with an ipad Only 5% of Millennials search with a windows based mobile device versus 15% of the Silent Generation Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

10 Value of Website Features (Percentage Distribution Among Buyers Who Used the Internet) Photos and online information about properties were more important to Millennials whereas virtual tours and real estate agent contacts were more important to Baby Boomers 83% Found photos very useful 79% Found detailed information about properties 41% Found interactive maps very useful 40% Found virtual tours very useful 37% Found neighborhood information very useful Virtual tours was very useful for 45% of Baby Boomers and the Silent Generation where only useful for 36% of Millennials Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

11 Length of Search (Median) Millennials searched for a home on the market on average for 11 weeks, whereas all Baby Boomers and the Silent Generation searched for 8 weeks All Buyers: weeks 8 weeks 12 weeks 51% of Millennials found their home on the internet versus Baby Boomers and the Silent Generation found it more frequently through a real estate agent or open house Number of Homes Viewed 12 weeks 10 weeks 10 Homes Sources: NAR Home Buyer and Seller Generational Trends Report 2015 & 2014 Profile of Home Buyers and Sellers

12 Characteristics of Home Searches and Search Activity by Use of Internet (Percentage Distribution) 24% of single females did not use the internet in their search whereas only 15% of single males did not use the internet Source: NAR 2014 Profile of Home Buyers and Sellers

13 Where Buyer Found The Home They Purchased: 2001 to 2014 Compared (Percentage Distribution) Internet % % Real estate agent % % Yard sign or open house sign % % Friend, relative, or neighbor % % Home builder or their agent % % Print newspaper advertisement % % Source: NAR 2014 Profile of Home Buyers and Sellers

14 Most Difficult Steps of Home Buying Process (Percent of Respondents) Finding the right property 53% Finding the right property was ranked highest among all generations for the MOST DIFFICULT STEP in home buying Paperwork 24% Understanding the process 16% Getting a mortgage 14% Paperwork and understanding the process was more difficult for Millennials than any other generation Saving for the down payment 12% No difficult steps 16% 24% of Baby Boomers noted there were no difficult steps compared to only 9% of Millennials Source: NAR Home Buyer and Seller Generational Trends Report 2015

15 Satisfaction in Buying Process (Percentage Distribution) A person s satisfaction with the home buying process grows with age! 70% 68% 60% 56% 52% 53% 59% 59% 50% 40% 30% 33% 37% 35% 28% 30% 24% 20% 10% 8% 8% 8% 4% 3% 4% 9% 4% 7% 5% 4% 3% 0% All Buyers 34 and younger 35 to to to to 89 Very Satisfied Somewhat Satisfied Somewhat Dissatisfied Very Dissatisfied Source: NAR Home Buyer and Seller Generational Trends Report 2015

16 The Utilization of Technology by Real Estate Firms Section 2 Sources: 2015 Profile of Real Estate Firms and 2015 Member Profile

17 REALTORS Everyday Use of Technology REALTORS most often prefer to communicate with their clients through , at 93 percent. As well, 85 percent prefer to communicate through text messaging, and 35 percent through instant messaging. Over 90 percent of REALTORS are also using , laptops/desk tops computers, and smartphones daily. While members are taking advantage of the technology that is available to them, one of the biggest challenges firms are facing in the next two years is keeping up with technology. Sources: 2015 Profile of Real Estate Firms and 2015 Member Profile

18 How much of a presence do REALTORS firms have on the web? (Percentage Distribution) Only 7% of firms do not have a web site, compared to 91% who do have a web site. The percentage of firms with websites increases with office size. All firms with between 10 to 99 and 100 or more offices have websites. Source: 2015 Member Profile

19 What are the most common features on firms websites? (Percent of Respondents) The most common feature on firms websites were property listings at 95 percent. Commercial firms typically showed property listings (90 percent), agent and staff photos (71 percent), and customer reviews and testimonials (40 percent). Source: 2015 Profile of Real Estate Firms

20 Encouragement of Software Use (Percent of Respondents) Real estate firms provide their agents and brokers with specific software. Overall the most encouraged software was multiple listing. At firms with four or more offices, the two most used were multiple listing (91%) and e-signature (90%). Source: 2015 Profile of Real Estate Firms

21 Challenges for Real Estate Firms (Percent of Respondents) 46% 46 percent of all firms cited keeping up with technology as one of the biggest challenges facing their firm in the next two years. For commercial firms this increases to 53 percent, whereas only 42 percent of firms with four or more offices cite keeping up with technology as a challenge. Source: 2015 Profile of Real Estate Firms

22 Trends and Demographics in REALTOR Technology Use Section 3 Source: 2015 Member Profile

23 Preferred Method of Communication with Clients (Percent of Respondents) 93 percent of members preferred to communicate with their clients through , while only 26 percent prefer to use postal mail. Source: 2015 Member Profile

24 How Frequently are REALTORS Using Technology? (Percent of Respondents) The most common communication technology used by REALTORS was e- mail, which is used daily or nearly every day by 96 percent of members. Over 50 percent of REALTORS use their , laptop desktop computer, smartphone, or cell phone daily. * Less than 1 percent Source: 2015 Member Profile

25 Which Age Group Utilizes Real Estate Blogs? (Percentage Distribution) REALTORS who were 29 years and younger, or between 30 and 39 were the most likely to have a real estate blog, both at 15%. The 29 and younger age group was also the most likely to plan on creating a blog in the future. Source: 2015 Member Profile

26 Active Use of Social Media (Percentage Distribution) Women REALTORS and sales agents are most active on social media. Source: 2015 Member Profile

27 Keeping Up with Changing Trends Section 4 Source: Center for REALTOR Technology Survey

28 Today s members engage in a multitude of work related activities using their mobile devices (Percent of Respondents) The top five activities that members engage in using their mobile devices: Over 90 percent of REALTORS use their mobile devices to communicate with clients. Source: Center for REALTOR Technology Survey

29 Expanding Technology (Percent of Respondents) When asked about the amount of technology that their broker currently offers, 45 percent of REALTORS said that they would like to see the amount of technology offered expanded. Some of the top offerings that REALTORS would like to see include: 45% Source: Center for REALTOR Technology Survey

30 Comfort Using Social Media (Percentage Distribution) Most members feel comfortable using social media, but 7 percent of REALTORS do not use social media. Source: Center for REALTOR Technology Survey

31 Participation in Social Media (Percent of Respondents) For real estate purposes these were the eight platforms that showed the most participation. Source: Center for REALTOR Technology Survey

32 The top reasons for using social media (Percent of Respondents) Source: Center for REALTOR Technology Survey

33 NAR RESEARCH STAFF Jessica Lautz Director, Survey Research and Communications Meredith Dunn Research Communications Manager Authors Brandi Snowden Research Survey Analyst Amanda Riggs Research Survey Analyst September 2015