Canstar Blue surveyed 1000 people to find out if real estate agents are living up to expectation across customer service, communication and value for money.
The survey found that more than two-thirds of customers surveyed (67 percent) experienced poor communications from an estate agent, while only 61 per cent would recommend their agent to a friend. 31 per cent of customers regard an agent’s ‘problem resolution’ skills as the number one contributor to their satisfaction. The second most significant contributor, according to 28 per cent of customers, is ‘communication and advice’.
Canstar Blue commissioned Colmar Brunton to survey 3,000 Australian adults across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have used the services of a real estate agent in the last 3 years – in this case 1,074 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey.
“Agents must shift their emphasis from marketing to communication skills as well as problem resolution or perish,” warned First National Real Estate Chief Executive Officer, Ray Ellis.
“This research confirms that customers value an agent’s ability to anticipate and resolve challenges that arise while selling a client’s home or managing their investment property. This award is testament to the real estate expertise of our 4,600 staff and their commitment to customer satisfaction,” said Mr Ellis.
In the last two years First National Real Estate has been awarded three Canstar Blue Awards including Most Satisfied Customers – Real Estate 2016 and 2017; and Most Satisfied Customers – Small Business Real Estate 2017.
