Vendors expect estate agents to answer queries ‘within an hour’

Many vendors expect a response from their estate agent within an hour of making contact, a study by Zoopla has revealed, with a quarter believing anything over 60 minutes is too long for an agent to get back to them.

And two thirds want a reply from the agent within four hours, while “quick, proactive engagement is a key to winning business” the portal says.

Favourite

Now, Zoopla is trialling the inclusion of preferred contact timeframe in its Prospect Plus leads.

Perhaps surprisingly, only 25% of respondents in the survey selected WhatsApp or SMS as their preferred method of contact when buying or selling a property.

Phone calls (63%) remain the favourite form of communication, followed by email (56%) and in-person meetings (40%).

Strong desire

Communication preferences vary by age and moving experience. Less experienced movers have a stronger desire for face-to-face engagement.

Sellers want more tailored communications to meet their needs, Zoopla says, and taking time to understand each vendor’s preferred contact method can give agents the edge.

For many of today’s consumers, a personalised experience is becoming the expectation, not a ‘nice to have’.”

Rich Hayes, Chief Operating Officer at Zoopla, says: “For many of today’s consumers, a personalised experience is becoming the expectation, not a ‘nice to have’.

“This study highlights the opportunity for agents to adapt the way they communicate and engage with sellers to help win more business,” he says.

“The needs of those who move less often is clear, where the professional advice of an agent over the process could help clinch the business.”

YouGov carried out the research of 1,000 homeowners who have sold a residential property in the last five years.

Roxanne Barker, CEO of conveyancer Fix My Legals, says “We completely agree with Zoopla’s findings – personalised communication isn’t just courteous, it’s critical.

“Every move carries emotion, timing and trust. When agents take the time to truly understand a seller’s world, and not just their property, everything changes – the pace, the confidence, the trust and ultimately, the result.

“Personalisation builds connection, and connection builds confidence. The more we listen and tailor our approach, the better the outcomes for everyone involved.”

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Author: Gemma