Knight Frank’s residential division has won the ‘Best Customer Satisfaction Strategy Award’ at the UK Customer Satisfaction Awards 2024.

The estate agency said its work in transforming its customer experience has gone on to drive a customer centric approach across residential, increasing customer satisfaction in all areas of the business with overall NPS shifting from -3 to +65 and five-star ratings on Google and Trustpilot. The company says this approach has resulted in significant levels of repeat business and recommendations.

Tim Hyatt, head of residential at Knight Frank, said: “After eight years of focus it is heartening to once again be recognised as a leader in the customer experience space, especially when up against other leading brands across multiple sectors. We have worked incredibly hard to re-write the rule book when it comes to customer experience in real estate – this award is testament to that.

“When I reflect on the customer experience journey we have been on at Knight Frank, I am pleased with the transformation we have made to the business in a relatively short amount of time. What is most encouraging is the firm’s ability to remain consistent, particularly over the last five years, in its pursuit of market leading customer experience. It is easy for businesses to claim they are something, but delivering on your goal year-after-year at this level is something we are all extremely proud of. Thinking customer first has become part of our DNA; and our repeat business and recommendations are evidence of that. We have never tried to be the biggest, but we continuously strive to be the best in everything we do.”

Knight Frank’s CX journey began in 2016 when its residential board decided to evolve its customer experience as a response to market changes, increased competition, threat of online and ever-shifting client behaviour and expectations. The firm says the key to the transformation is in constantly connecting with its customers to understand their needs and ask for their feedback.

The firm says it is constantly striving to enhance its service and build long term relationships, the recent launch of ‘MyKnightFrank’, its new customer portal, is the latest advancement in this space and came about due to client feedback and insight.

Hyatt added: “The next stage of our customer experience evolution, whilst still focused on delivering a great service, has been to sharpen our focus on customer retention by building long-term meaningful relationships, commitment and advocacy to the Knight Frank brand. Irrespective of sector, there is no doubt exceptional customer experience results in increased loyalty, profitability and growth.”