Consumers deliver vote of confidence in estate agency expertise

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 home-buying process.

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 street.

“Whilst many people like to be able to search online, they clearly value the customer experience and human touch of face-to-face interactions.

“However, without the personal touch, online-only services aren’t necessarily going to be in the position to replace traditional agents.”

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.

Consumer bugbears with agents included: not doing what they say they’re going to do (46%); not returning calls (41%); and offering an impersonal service (23%).

More top news stories


Email the story to a friend


  1. smile please

    “The research did reveal some danger areas for estate agents, highlighting consumer frustration with agents who are slower to adopt newer digital technologies”.

    Like what?????

    Please tell me what the public want in regards to new technology that pretty much every agent now has and uses?

    Online agents do not use more tech than high street, and even the leading agents use pretty much the same tech as every other agent.

    I cannot think of one thing another agent offers i do not, but likewise look at the worse agent in my town i do not think i use tech more then them.

    The only thing tech does that some agents adopt or do not adopt is for touting, hardly helping the moving process in the eyes of the seller / buyer.

    Difference is the companies attitude to the industry and the quality of the staff.

    1. Understanding

      Very frustrating when agents don’t have something basic like a floorplan available  – we all know how much variance there can be with “three good-sized bedrooms”!

    2. smile please

      Are there any agents not using floorplans these days?

  2. Woodentop

    Isn’t this what High Street agents have been saying. It is a personal and hands on service ….. always will be. IT greases the cog’s, not replaces. The current On-Line model is the 1990’s dotcom boom and bust, a lesson they should have learnt from.


You must be logged in to report this comment!

Leave a reply

Thank you for signing up to our newsletter, we have sent you an email asking you to confirm your subscription. Additionally if you would like to create a free EYE account which allows you to comment on news stories and manage your email subscriptions please enter a password below.