Summary
Zillow Preferred (formerly Flex) uses 4 core performance standards to determine program eligibility. Failing any one metric results in removal from lead rotation for the following quarter. Evaluation follows a bell curve to account for seasonal variation.
The 4 Core Standards
| Metric | Minimum | Window | Why It Matters |
|---|---|---|---|
| Transaction Target Attainment | 100%+ | 6-month rolling | Baseline production expectation |
| Appointment Rate (ALM) | 80%+ | 3-month rolling | Buyers 3x more likely to close when appointment set on first call |
| ZHL Transfer Rate | 25% minimum | Rolling (15% ETR acceptable for 3 months) | Only in Enhanced Markets; drives lead allocation algorithm |
| Answer Rate | 60%+ | 3-month rolling | Shoppers 3x more likely to close when connected live |
Evaluation Methodology
- Quarterly evaluation cycle. Standards are set each quarter as minimum thresholds.
- Bell curve adjustment. Seasonal fluctuations (spring surge, winter slowdown) are tracked on a bell curve. Raw numbers are contextualized against seasonal norms.
- Binary consequence. Fail to hit quarterly standards = removed from lead rotation next quarter. No gray area.
- Re-entry path. Meet the current quarter's minimum standards to regain lead eligibility.
Best of Zillow Metrics (6 Measures, Updated Daily)
Beyond the 4 survival metrics, Zillow tracks 6 additional measures for Best of Zillow status:
- CSAT Score -- Average of 20 most recent surveys (40 for teams, 90-day window)
- Work With Rate -- % confirming at 24-hour survey they will continue with agent (4x more likely to close)
- Answer Rate -- % answering phone to new connections (3 months)
- ALM Appointment Rate -- Frequency of scheduling appointments on initial calls (6 months)
- Show Rate -- Frequency of helping customers tour properties
- Conversion Rate -- Past sales matched to Zillow connections
CRM Usage Target: 5+ updates/communication events per connection per month.
Individual Agent Monitoring
- Watch for anomalies. Agent closing 2-3-2-3-3-2 then 0-0-0 = red flag.
- 90-day conversion tracking. 25 closed lifetime but 0 in last 90 days from 40 connections = coaching intervention needed.
- Early intervention. Act by 20 connections with zero conversions. Do not wait until 40.
- Individual answer rates now tracked (rolling out 2026). Team-level averaging is going away.
Consequences of Low Performance
| Scenario | Action |
|---|---|
| Approaching minimums | Warning or connections hold |
| On hold | No additional connections received |
| Metrics improve | Resume lead flow |
| Low CSAT | Notice to improve or program removal |
2026 Changes
- Individual agent answer rates now tracked separately (not team-averaged).
- ZHL transfer behavior heavily weights lead allocation -- teams sending 3+ ZHL approvals get highest allocations even with lower conversion.
- Capacity planning moving toward full algorithm automation by mid-2026.
- New routing: high performer on your team routes to high performer on next team in coverage area (not mid/low performers on your team first).