Head of Estate Agency at Harrison Murray and the Nottingham Estate Agency, Su Snaith
Each month I will be writing a blog which will cover all different aspects of the property sector.
As well as information about our estate agency offering via Harrison Murray and Nottingham Estate Agency (both under the Nottingham Building Society umbrella) I will also look at industry trends and bring you news and views that will hopefully go a long way towards shattering the myth that estate agents are only interested in profit and not people.
On that note I’d like to focus, in this my first blog, on customer satisfaction and what that means to us.
It is really important that we listen to our clients’ requirements and aims and ambitions. Helping you achieve your property dreams keeps us doing what we do.
Because we are, as previously mentioned, an arm of The Nottingham – the country’s ninth largest building society with assets of over £3.2bn and 55 branches across nine counties – we are closely audited, both internally and externally, to ensure our products and services remain up to scratch and that includes the area of customer satisfaction.
Recent figures published by YouGov highlighted that 35% of people polled in the Midlands were very satisfied with the overall services provided by their estate agent (all companies).
To put that into perspective, we have our own performance independently monitored (via Customer Service Network) and over the last 12 months 58.8% of those who used our estate agency services said they were highly satisfied when asked “how would you rate this transaction/purchase/application?”
Statistics can sometimes, of course, be interpreted how you wish and are not always the be-all and end-all but I wanted to highlight the YouGov figures compared to our own. And also to show, as I regularly tell our extremely competent and committed team, that there is always room for improvement too.
Even more importantly than the figures are the kind words we get to see in the many positive testimonials we receive after we have helped people buy, sell or let a property.
We never lose sight of the fact that for the vast majority of people their home is their most treasured, and often expensive, asset and that putting it on the market can be a very emotive experience.
So that’s why I was especially pleased to read a testimonial recently from a couple in Cambridgeshire who sold their home with the help and expertise of our Harrison Murray team in March.
As well as saying thank you they wrote that the experience had “changed their opinion of estate agents for the better”.
That demonstrates not just gratitude but that they felt the team had the ability, and willingness, to go the extra mile and it is the level of service we strive for in all of our offices.
If you have recently had dealings with any of our offices please feel free to let the branch estate agency manager have any thoughts you may have or, alternatively, you can email firstname.lastname@example.org. Your feedback helps us to keep moving forward on a positive footing.
And, just a footnote, remember that – contrary to popular belief – the winter months are actually a good time to get your property on the market if you are looking to sell and want to be in a new place as early as possible in 2016, so pop in and see us or give one of our offices a call and we’ll be happy to help make that happen.
Su Snaith, Head of Estate Agency