‘Customer service is not part of our job. It IS our job’ Russell Quirk, CEO emoov.co.uk
By: Russell Quirk
Tags: Estate Agents, Customer Service, Online

‘Customer service is not part of our job. It IS our job’ Russell Quirk, CEO emoov.co.uk

Whilst our high street competitors view customer service as something that is achieved simply by deigning to answer the telephone sometimes, our online peers have certainly joined us in understanding that delivering a great experience is paramount. As a web based business, demonstrable and genuine accolades of such prowess are pretty important in cutting through to the sceptical consumer.

Competition amongst online estate agents to be the best is pretty intense. Most achieve a decent level of customer satisfaction according to the various third party review websites and indeed this is something, of late, that is now displayed proudly on many a site self-proclaiming various companies as leaders in looking after people.

So who really has the edge?

Well, in a sector of such high standards in comparison to the traditional establishment, it must be tough to establish when looking from the outside in. Where numerous sites such as Feefo; Trust Pilot and Review Centre are full of platitudes for many, it comes down to a couple of things…

Firstly, the achievement of awards which focus on customer service in that specific sector. A rubber-stamp as such.

Secondly, the comments that real customers make and that, importantly, do not just talk of how the selling or buying experience was ‘good’; ‘great’ or ‘impressive’. But that the many months of stress and procrastination associated with an antiquated legal process, actually became a pleasure. That dealing with a particular company or individual went above and beyond.

In November 2014 eMoov.co.uk was awarded the Best Customer Service Award across the online estate agency space. We beat all of the many internet based estate agents to be crowned number one by AllAgents.co.uk, the UK’s largest estate agency review website and which has collected over 100,000 customer reviews.

Then, just this week, the same third party announced that we had climbed to within the top 10 of ALL estate agency branches in the country for provable service delivery as rated by over 500 of our customers. There are no other online estate agents within the top 40 currently.

Plus we have a 98% customer satisfaction rating on various review sites and as built up over the five years of our existence to date. That’s over 7000 customers.

We’re really proud of that but even more so, proud of the comments that our customers make about us. Here’s some from this week:

It’s been an absolute pleasure dealing with Jodie to the point I actually miss it a little bit. I owe her a lot, mainly my sanity and I could never repay the level of help she gave me.

Matt Gayne, 10th July 2015

Worked for me rather than driving down the price for a quick sale like lots of high street agents do, so in total I saved a significant amount of money with them.

Tom G, 9th July 2015

Throughout the whole buying process we have experienced dealings with various estate agent chains and can honestly say that with hindsight eMoov have offered by far the best level of service.

Naomi, 7th July 2015

Staggeringly inexpensive for an amazing service. Great, great company who not only met my expectations but exceeded them. The best £700 I have spent in 52 years.

Anita Smith, 6th July 2015

I have been very pleased with eMoov. its all down to Pamela Redford, she was so professional and fully supported us in every way. .Pam kept me up to date everyday, she is so dedicated to her job. when ever I felt things were getting stressful, Pam would be there on the end of the phone reassuring me.. I cannot thank Pam enough.

Sharon, 4th July 2015

Paula Sheehy, Louise Maher, Lauren Rutherford, Jodie Shambrook, Pamela Redford, Ryan Smith, Molly Slevin, Jonathan Palmer, Hayley Cannon, Tatiana Korotkiewicz… These are just some of the eMoov team individually named by customers this month as going above and beyond for them.

‘Without great employees you can never have great customer service’ Richard F Gerson

It’s our people that make our company what it is. And the culture that we nurture every day within the eMoov organisation to ensure that we are a happy, productive and efficient team that loves its customers.

It simply isn’t replicated elsewhere and is our edge, for sure.