Over recent years most established markets have faced increased competition by digital challengers who drive down price together with increasing service standards for the entire industry. Leading online estate agent eMoov.co.uk and low-cost digital disruptor to the estate agency industry is doing just that after winning the 2014 award for customer service.
The title as Best Customer Service was presented at the 2014 AllAgents awards. AllAgents is the estate agency equivalent to Trip Advisor and over the last 12 months review of estate agents on its website have increased by over 250 per cent. The awards are the largest in the residential industry, insofar as all 20,000-plus estate agent branches on the allAgents directory are automatically entered.
These days’ consumers do not disguise on customer service despite paying different price. The same applies in the property market and it doesn’t matter if a seller is listing a one bed flat or a million pound mansion, they want great service from their agent. The agent in question could also be charging tens of thousands of pounds in selling fees, or just £395 if selling via eMoov.
Russell Quirk, Founder & CEO of online estate agent eMoov.co.uk commented “Customer service awards like this truly show how we operate and that are lip service for many agents. Some high street agents like to believe that service is only available with bloated selling fees, this simply isn’t true. I’m very proud that as a result of the customer service culture that I have embedded within our team, from top to bottom, we can win awards like this to demonstrate our focus on exceptional service. “
Over the past decades, the high street has been moving online with fashion, banking, travel and retail all seeing a decline in offline demand. Great customer service can be achieved at low-cost and a number of well-known brands have built successful challenger businesses this way.
You only have to look at Premier Inn and how they have raised standards for the hotelier industry. Likewise for the supermarket battle in the UK, Lidl and Aldi have highlighted that low-cost doesn’t have to mean poor quality. Along similar lines one of the world’s largest companies, Ikea, sells quality furniture at affordable prices.
eMoov is looking to revolutionise property transactions however the company has a heritage of offering consumers exceptional customer service for decades. The founders grandfather Albert Quirk opened the doors to his first estate back in 1957 and the business was built on quality service. The technology may have changed at eMoov, but the customer approach hasn’t.
Michelle Hodge, marketing manager of allAgents added “With customer reviews now playing a major role in the consumer decision making process, winning one of these awards is a testament to just how much emphasis agents have placed on customer service throughout the year”.