Despite the bad press conveyancers are being subject to over recent months their client service levels have in fact increased. That’s the finding from the latest data released by the ESTAS customer review platform for property professionals.
The findings are based on 10,000 customer reviews over the first lockdown period compared to the 3 months at the end of October. Simon Brown Founder of ESTAS explains
“We compared the service ratings submitted for the three months of the first lockdown (March 24 to June 23) and compared these for the three months from August to October when the market went into overdrive. We only accept reviews from customers who have completed on a residential property transaction and we can clearly see the difference in activity levels by the number of reviews generated, we received 3,099 reviews from March to June compared to 6,928 reviews from August through to October.”
The results showed that conveyancer clients (buyers & sellers combined) are slightly happier with their conveyancer in the last 3 months compared to the first lockdown period, up by just 0.2%. Both buyers and sellers were less happy with the service provided by estate agents in the same period, especially buyers who were 2.32% less satisfied whilst sellers were 1.67% less satisfied. These stats are in complete contrast to the picture that is being painted in the trade press currently.
Brown commented
“I understand agents frustration as they can see their pipelines getting long and longer and this is putting huge pressure at their cashflows but I think customers have more sympathy with their conveyancer than people give them credit. They know the market is extremely busy with the stamp duty holiday so they understand there will be delays in the process.”
Rob Hailstone CEO of Bold Legal Group who have 700 members commented
“This data shows that conveyancers are doing everything they can to get deals through but they are having to deal with numerous bumps in the road not of their making. For example, delayed searches, surveys and mortgage offers, management packs, and having to hold on the phone for up to 3 hours at a time to chase up mortgage funds. However, this is not really the time to finger point, this is the time to be working together.”
The ESTAS data also showed that over the whole period agent customer service ratings were on average higher than their conveyancer with an average rating of 89.84%. This compared to a service rating for conveyancers of 87.42%. Brown added
“it’s important to note that all these ratings are way above the industry average, by nature ESTAS members are highly focused on service delivery as part of their USP.”
ESTAS is a customer review and awards platform for conveyancers, agents and mortgage brokers www.theestas.com
