Understanding how to provide exemplary customer service that leads to a high level of customer satisfaction is crucial in today’s competitive environment. With housing inventory at a historic low, real estate agents must build strong agent-to-client relationships in order to foster repeat and referral business.
Just how important is customer service?
“I think all agents could agree that providing quality customer service is very important. But some may not recognize its weight and reverberating effects,” says Madiha Ashour, consumer research analyst with KW Research and author of the 2018 U.S. Home Seller Satisfaction Study – which focuses on the responses of 1,642 current homeowners who have sold their home within the past one to five years.
“The study places numbers behind high-quality service and reveals a correlation between the initial experience a client has with their agent and long-term customer loyalty.”
Additionally, findings revealed that:
- Real estate agents continue to provide immense value to consumers. Nearly 85 percent of respondents worked with an agent to sell their home, while only 15 percent did not.
- Consumer perspective shifts over time. Sellers who sold their home a year ago were 19 percent more likely to recommend their agent than those who sold five years ago.
- Providing high-quality service leads to customer loyalty. Respondents who had an “excellent experience” were 56 percent more likely to recommend their agent than sellers who had an “above average” experience.
- The biggest inconvenience when selling a home is having a show-ready status.