Despite using the internet to search for properties, consumers not
only value estate agency expertise but would like to have life-long
relationships with their ‘bricks and mortar’ agency of choice.
A new study, involving 1,000 home hunters, by software provider
Dezrez looked at public attitudes and expectations towards both
online tools and high street agents.
It found that 93% of buyers search for properties online.
But while just over half (54%) said they would use a mixture of
online tools and estate agents, 82% said they would actually prefer
to have a personal agent to deal with the whole management of the
Those surveyed also admitted to relying heavily on estate agents’
expertise for key parts of the home-buying process including:
conveyancing (72%); to arrange viewings and inspect properties
(62%); make an offer (53%); and for negotiations (42%).
Justin Morris, CEO of Dezrez, said: “Buying or selling a home can
be an extremely stressful and daunting process and good-quality
customer service still carries a huge amount of weight.
“Estate agents are well placed to offer sound, expert advice. They
can help to alleviate some of the pressures and concerns that
consumers have with managing the process themselves.
“What we are experiencing in the property market are some
interesting trends that are mirroring consumer activity on the high
“Whilst many people like to be able to search online, they clearly
value the customer experience and human touch of face-to-face
“However, without the personal touch, online-only services aren’t
necessarily going to be in the position to replace traditional
The research did reveal some danger areas for estate agents,
highlighting consumer frustration with agents who are slower to
adopt newer digital technologies.
Two-thirds (67%) of respondents believe that estate agents are not
fully using technology to their advantage and 44% strongly agree
that estate agents need to adopt and embrace technology in order to
survive in the future.
Want the best of both Worlds? Here at JP & Brimelow we
strongly believe in keeping up to date with technology, getting
properties to you the quickest ways possible, through , email, text
and 'live' website updates , whilst up holding the tradition of
customer service to all clients.