A new customer service award category at The ESTAS will see agency networks competing against each other for the first time.
Networks including The Guild of Property Professionals, the Relocation Agent Network and The Federation of Independent Agents have already committed to taking part and ESTAS founder Simon Brown hopes others will follow suit.
“There’s no doubt the products and support agency networks provide is often crucial in helping member agents gain an advantage in their local markets but we want to know if those members are really delivering the levels of service expected from customers who have chosen a ‘network’ agent over other local agents” explains Brown.
“We’ve therefore introduced the Best Agency Network Award which will determine the best network for customer service based purely on the ratings and reviews provided by sellers and buyers who’ve gone through the whole moving process with a member agent.”
Iain McKenzie, chief executive of The Guild, sets out why he has entered his organisation. “This is a really exciting challenge for us. For the past 25 years, The Guild has strived to set the standard in the industry for integrity and professionalism. Our focus has always been on delivering our members the training and services they need to achieve the optimum result for their customers and leave a favourable impression, while gaining commercial advantage in their marketplace as a result” he says.
“It would be a very proud moment to be recognised by ‘our customers’ at The ESTAS as the leading network. It would further validate the constant hard work and commitment shown to them as well as strengthen the recognition of The Guild logo as being synonymous with knowledge, integrity and results by the public.”
Graham Lock, founder of the FIA, adds: “The FIA was founded on the principle of high quality independent agents who are proud to be part of a premium group. At the very heart of this principle is our members’ ability to achieve outstanding customer service. We think this new ESTAS category is a brilliant idea and certainly a motivator to ensure that our members continue to deliver and be recognised for their endeavours.”
And the Relocation Agent Network director Mark Westcott comments: “We pride ourselves on the calibre of our membership. We believe in our selection process, which is focused on choosing professional agents with meticulous local knowledge and outstanding customer service—agents that we trust to recommend to our corporate relocation clients as well as fellow members. As a membership, we are constantly looking to learn and improve, so we are delighted to have the opportunity to hear feedback about real customer experiences with our members via such a well-established platform as ESTAS.”
The ESTAS review platform powers The ESTAS Customer Service Awards, which will take place on Friday May 14 next year. More details here.