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Revealed – what customers REALLY think of estate agents

A new survey of people who have sold their home in the past six months has given a strong backing to the performance of their estate agents – with a few exceptions.

Some 1,159 owners who moved in the past six months were questioned in early January, and asked to rate their agent from 1 (top ) to 10 (bottom).

Over 50 per cent of respondents were within the top five scores, 15% rated their estate agent’s performance during their last sale as a five – the most prominent individual score. Exactly 30 per cent gave their agent one of the top three scores.

However, at the other end of the scale, eight per cent stated that they thought their agent’s performance was terrible.

When it came to the asking price achieved, buyers reflected roughly the split seen in wider market snapshots – 47 per cent said their agent didn’t achieve the asking price agreed, but 39 per cent did get the asking price and 14 per cent said they got above asking.

When requesting feedback on areas of improvement, the respondents listed:

– More proactive during the transaction in order to speed up the process;

– Better or more frequent communication;

– Better customer service in general;

– More information on how their sale was progressing;

– A higher percentage of asking price achieved;

– Better quality of property listing and/or photos of their home;

– More help on what was needed from the agent to progress the sale.

The survey was commissioned by online agency Nested, from which a spokeswoman says: “It’s clear that sellers view the added value of an estate agent above and beyond the price they achieve and constant, clear communication and a proactive approach to selling are some of the key areas they value most.

“This is hardly surprising given the fact that it takes an average of 320 days to sell a home and the vast majority of this time is spent progressing the sale to completion once an offer is accepted, during which time it’s still susceptible to falling through.”

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