"Agents' customer satisfaction sucks" says eMoov...

Agents still suck - the war of words over online versus traditional ways of selling homes steps up a gear this morning with that analysis by online agency eMoov.

Research conducted by eMoov.co.uk, shown exclusively to Estate Agent Today, analyses 27 major property brands reviewed by users of reviewcentre.com, which hosts customer views about companies in every field, including letting and sales agents.

eMoov says traditional agents could must only a lowly 1.44 out of five in terms of customer satisfaction - proof that the industry still has a long, long way to go to shed its poor image according to eMoov's chief executive, Russell Quirk.

This contrasts with Harvey Nichols, The Savoy and the Apple store with ratings of up to 4.5 out of five.

The details of Quirk's analysis of traditional agents make fascinating reading, whatever one's views on the merits or otherwise of online alternatives.

Ludlow Thompson has a high of 426 reviews and a startlingly good 4.2 out of five for customer satisfaction. Contrast that with Spicers on 0.9 out of five, based on 14 reviews.

Foxtons records 1.3 out of five, with Connells and Bairstow Eves each on 1.4.

High status does not guarantee high scores - Savills, for example, gets 1.1 out of five, albeit based on just eight reviews. But the firm should take comfort that retail giant John Lewis scores a surprisingly modest 2.2 out of five - and everybody still loves that firm.

It is still evident that estate agents offer poor service says the never knowingly underquoted Quirk. They really need to up their game if they are to survive against the new breed of property companies that charge less and offer more.

The research was conducted using reviewcentre.com on June 29 2014.