Real Estate in a Digital Age

2018 Report

National Association of REALTORS® Research Group

Introduction
 In 1981, 22 percent of home buyers read newspaper ads to find a home and eight percent used
friends as an information source. In 2018, 44 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 1981 the top way to find an agent was through friends, relatives or neighbors. In 2018,
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.
 How Buyers Use Technology in
the Home Search Process
Section 1
Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
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
again in 2018 before purchasing a home.

 The typical home buyers was 46 years old, married

without children living at home, and has a median
income of $91,600.

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Age of Home Buyers (Percentage Distribution)

Definitions:
Median 37 and
Generation Year Born:
Age (years) younger
Categories: =
Millennials/Gen Y:
Gen X:
1980-1998
1965-1979
46 36%
Younger Boomers: 1955-1964
Older Boomers: 1946-1954 38 to 52 53 to 62
Silent Generation: 1925-1945 years = years =
26% 18%
Millennials make up the
largest group of first-time home
63 to 71 72 to 92
buyers at 65%, followed by years = years =
Generation X at 24%
14% 6%

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
First Step Taken During the Home Buying
Process (Percentage Distribution)
All Buyers:
44% - Looked online for properties for Generational Data:
sale
32% of the Silent
Generation contacted a
17% - Contacted a real estate agent real estate agent

11% - Looked online for information 40% of Millennials looked

about home buying process online for information

7% - Contacted a bank or mortgage

lender 10% of Millennials talked
with a friend or relative
6% - Talked with a friend or relative
about home buying process 48% of Younger Boomers
looked online for
6% - Drove-by homes and properties for sale
neighborhoods

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Information Sources Used in Home Search
(Percentage Distribution)

99% of Millennials search on online

websites compared to 90% of Older Boomers
Online and 70% of the Silent Generation
website
93%
Only 56% of Gen X visited an
open house
Real Mobile
or tablet Open
estate website house Older Boomers used a
agent or app 53% mobile device at roughly
86% 73%
half the rate of Millennials

Online
Yard
video
sign Both Younger and Older Boomers
site
46% used online video sites more
37% frequently than other age groups

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Frequency of Use of Different Information Sources
(Percentage Distribution)

Didn't use
Didn't use Didn't use
online
real estate mobile or
website, 7%
agents, tablet
14% search
device, 27%

Used mobile
or tablet
Used online Used real search device,
website, 93% estate agent, 73%
86%

99% of Millennials
Used online cited using the internet
Didn't
Didn't
video site, 37% whereas only 70% did use open
use from the Silent house,
Used open
online 48%
video Generation house, 52%
site,
63%

Source: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Mobile Search (Percentage of Respondents Among those Who Used Mobile Search)

58% of Millennials and

46% Generation X found their home
on a mobile device compared to
33% of Younger Boomers

76% of all
buyers found
home on 17% of all buyers
mobile device found agent with
mobile device

21% of Older Boomers and 17% of the Silent

Generation found their agent with a mobile
device compared to 15% of Millennials

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Value of Website Features
(Percentage Distribution Among Buyers Who Used the Internet)

Photos and online information about properties were more important to Millennials
whereas real estate agent contact information, virtual tours and photos were most
important to Silent Generation

85% Found
87% Found
detailed 52% Found floor
photos very
information about plans very useful
useful
properties

42% Found real

46% Found estate agent
virtual tours very contact
useful information very
useful

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
 Length of Search (Median)

All Buyers:

All generations except 2001 • 7 weeks

Young and Old Boomers
spent 8 weeks searching for
a home, who spent 10 weeks 2005 • 8 weeks

56% of Millennials found 2009 • 12 weeks

their home on the internet
versus the Silent Generation
found it more frequently 2013 • 12 weeks
through a real estate agent

2018 • 10 weeks
Number of
Homes Viewed
• 10 Homes
Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Most Difficult Steps of Home Buying Process
(Percent of Respondents)

Finding Finding the right property was ranked

the right highest among all generations for the
property MOST DIFFICULT STEP in home buying
56%
Under -
standing Saving for Paperwork and understanding
Paperwork the the down the process was more difficult
20% process payment for Millennials than any other
16% 13% generation

No
Getting a 23% of Older Boomers noted there
mortgage
difficult
steps were no difficult steps compared to
13% 19% only 9% of Millennials

Sources: NAR Home Buyer and Seller Generational T rends Report 2018 & 2018 Profile of Home Buyers and Sellers
Use of Internet to Search for Homes
(Percentage Distribution)

A person’s internet usage decreases with age!

100% 7%
9%
90% 26% 11%
16%
80%

70%

60% 23%

50% 92%
86% 82%
40% 74% 73%
30%
47%
20%

10%

0%
All Buyers 37 and younger 38 to 52 53 to 62 63 to 71 72 to 92

Frequently Occasionally

Source: NAR Home Buyer and Seller Generational T rends Report 2018
 The Utilization of Technology by
Real Estate Firms

Section 2
Sources: 2017 Profile of Real Estate Firms and 2018 Member Profile
REALTORS® Everyday Use of Technology
 REALTORS® most often prefer to communicate with their
clients through email, at 93 percent. As well, 92 percent prefer
to communicate through text messaging, and 37 percent
through instant messaging.

 Over 90 percent of REALTORS® are also using e-mail,

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: 2017 Profile of Real Estate Firms and 2018 Member Profile
 How much of a presence do REALTORS®
firms have on the web? (Percentage Distribution)

Only 5% of firms do not have a web site, compared to 92% who do have
a web site.

The percentage of firms with websites increases with office size. Ninety-
nine percent of firms with five or more offices have websites.

Firm has a
web site 92%

Firm does not

have a web site 5%
Source: 2018 Member Profile
What are the most common features on
firms’ websites? (Percent of Respondents)
The most common feature on firms’ websites were property listings at 92 percent.
Commercial firms typically showed property listings (85 percent), agent and staff
photos (73 percent), and customer reviews and testimonials (32 percent).
Residential firms typically showed property listings (95 percent), agent and staff
photos (80 percent), and mortgage/financial calculators (58 percent).

92% 77%
Property Agent/Staff
Listings Profiles

53% 52% 52%

Mortgage/ Community Information on
Financial Information/ the home buying
Calculators Demographics and selling
process
Source: 2017 Profile of Real Estate Firms
 Encouragement of Software Use
(Percent of Respondents)

All Residential Commercial

Firms Firms Firms Real estate firms
provide their agents
Multiple Listing 82% 85% 63% and brokers with
specific software.
Comparative
Market Analysis
81 84 73
Overall the most
Electronic encouraged software
81 85 70 was multiple listing.
Contracts/Forms

E-signature 79 82 54 At firms with four or

Document more offices, the two
Preparation/ 55 58 39 most used were
Management multiple listing and
Contact electronic
Management
54 58 38 contracts/forms,
about 90 percent.

Source: 2017 Profile of Real Estate Firms

Challenges for Real Estate Firms
(Percent of Respondents)

48%
48%
48%
48 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 46 percent, and 51 percent of
firms with three or more offices cite
keeping up with technology as a
challenge.
Source: 2017 Profile of Real Estate Firms
Trends and Demographics in
REALTOR® Technology Use

Section 3
Source: 2018 Member Profile
Preferred Method of Communication with
Clients (Percent of Respondents)
93 percent of members preferred to communicate with
their clients through e-mail, while only 28 percent prefer
to use postal mail.

93% 93% 92%

E-mail Telephone Text

Messaging

37% 28%

Instant Messaging
Source: 2018 Member
Postal Mail
Profile
(IM)
 How Frequently are REALTORS® Using
Technology? (Percent of Respondents)

Daily or A few
The most common A few times A few times Rarely or
nearly times a
a week a year Never
communication every day month
technology used by
E-mail 94% 5% * 1% 1%
REALTORS® was e-
mail, which is used Smartphone
with wireless
daily or nearly every email and 94 3 * 1 2
day by 94 percent of Internet
members. capabilities

Laptop/Desktop
Over 50 percent of computer
91 6 1 1 1
REALTORS® use
Cell phone (no
their e-mail,
email and 62 4 * 1 34
smartphone, laptop Internet)
or desktop computer, Global
cell phone daily, or positioning 51 26 4 7 12
system (GPS)
GPS daily or nearly
* Less than 1 percent
every day.

Source: 2018 Member Profile

 Which Age Group Utilizes Real Estate
Blogs? (Percentage Distribution)

Have a Have a
Have a
REALTORS® Blog,
Blog, Blog,
11% 13%
who were 49 9%
Do not
Do not
years and Do not All have a
29 and have a 30 to
younger were
have a
REALTORS blog, younger blog, 39
blog, 70%
63% Do not
the most likely 77%
Do not
Do not have a
to have a real have a
have a
blog, but
blog, but
blog, but plan to,
estate blog, at plan to,
plan to, 19%
26%
11%. 13%

The 29 and Have a Have a Have a

Blog,
younger age 11%
Blog, Blog,
10% 7%
group was the Do not Do not
Do not
most likely to have a
40 to 49
have a 60 or
have a 50 to 59 blog,
plan on creating blog, blog,
84%
older
73% 77%
a blog in the Do not Do not
Do not have
have a have a
future. blog, but blog, but
a blog, but
plan to, 9%
plan to, plan to,
16% 14%

Source: 2018 Member Profile

Social Media for Professional Use
(Percentage Distribution)

Women REALTORS® and sales agents use social media the most for
professional use.

76%
72%

Female Male REALTORS®

REALTORS®

72% 41%
71% 70%

Brokers Broker Sales Agents Appraisers

Source: 2018 Member Profile
Associates
 Use of Drones in Real Estate Business or
Office

Drone Use Typically, REALTORS®

do not use drones in
Do not use drones 27%
their business or
office, at 27%. But, 15
percent of
REALTORS® plan to
Hire a Professional to operate drones 23%
use drones in the
future.
Someone in office uses drones 17%
5 percent of
REALTORS®
personally use drones,
Do not currently use drones, but plan to in the future 15% while 23 percent hire
a professional, and 17
percent said that
Personally Use drones 5% someone in their
office uses drones.
0% 5% 10% 15% 20% 25% 30%

Source: 2018 Member Profile

Keeping Up with Changing Trends

Section 4
Source: Center for REALT OR® T echnology Survey and 2018 Smart Homes Survey
 Most Valuable Technology Tools
Used in Business
Thinking back on the last 12 months, members found that the three
most valuable technology tools used in their business, excluding
email and cell phones were local MLS websites/apps (64 percent),
lockbox/smart key devices (39 percent), and social media
platforms (28 percent).
45%
Some of the most valuable technology tools that REALTORS® used in
their business include:
CRM, 14%
Camera or
imaging
Document equipment,
Document storage/ 16%
creation/ transaction
Social editing management
media software, software,
Lockbox/ platform, 18%
19%
smart key 28%
Local MLS device, 39%
website/
app, 64%

Source: 2018 T echnology Survey

Familiarity with Smart Home Connected Devices
(Very Familiar)

19%
Only 14 percent Home security devices
of REALTORS®
said that they 12%
were unfamiliar Home-connected wearable devices
with home
security devices.
12%
Home comfort devices

10%
Externally connected home devices

38 percent 6%
reported being Home performance
unfamiliar with
smart city devices 5%
Smart city devices

Source: 2018 T echnology Survey

Social Media for Real Estate Business

77% 22% 1%
Use social Do not use Don’t know
media social media

Social Media Networks Used

97% 59% 39%

Facebook LinkedIn Instagram

Source: 2018 T echnology Survey

Top Tech Tools That Have Given The
Highest Quality of Leads
Brokerage’s Listing
Social Media MLS Site Website Aggregator Site

47% 32% 29% 29%

Email Digital Ad Blog or Business

Marketing Tool Campaign Website
CRM

18% 17% 16% 13%

Source: 2018 T echnology Survey

Web Presence

51%
Have a
dedicated page
on brokerage
website for each
agent or team
32% 21%
Pay for own Use free bio page
website, on a third-party
separate from platform as main
brokerage site web presence

Source: 2018 T echnology Survey

Jessica Lautz
Director, Demographics and Behavioral Insights

Meredith Dunn
Research Communications Manager

Brandi Snowden
Senior Research Survey Analyst

Amanda Riggs
Research Survey Analyst

Brian Horowitz
Research Survey Analyst

Bronwen Leibe
Research Intern

©2018 National Association of REALTORS®

All Rights Reserved.
May not be reprinted in whole or in part without permission
of the National Association of REALTORS®.
For reprint information, contact [email protected].
The National Association of REALTORS ® is America’s largest trade association, representing 1.3 million members, including NAR’s institutes,
societies and councils, involved in all aspects of the real estate industry. NAR membership includes brokers, salespeople, property managers,
appraisers, counselors and others engaged in both residential and commercial real estate.

The term REALTOR® is a registered collective membership mark that identifies a real estate professional who is a member of the National
Association of REALTORS ® and subscribes to its strict Code of Ethics.

Working for America’s property owners, the National Association provides a facility for professional development, research and exchange of
information among its members and to the public and government for the purpose of preserving the free enterprise system and the right to own
real property.

NATIONAL ASSOCIATION OF REALTORS®

RESEARCH GROUP
The Mission of the NATIONAL ASSOCIATION OF REALTORS® Research Group is to produce timely, data-driven market analysis and
authoritative business intelligence to serve members, and inform consumers, policymakers and the media in a professional and accessible manner.
To find out about other products from NAR’s Research Division, visit https://www.nar.realtor/research-and-statistics.

NATIONAL ASSOCIATION OF REALTORS®

Research Group
500 New Jersey Avenue, NW
Washington, DC 20001
202-383-1000
[email protected]