Purplebricks accepts it needs to improve ‘quality of service to our customers’

Purplebricks says that there is plenty of room for improvement when it comes to the customer service it provides.

allAgents, the reviews platform, last week named Purplebricks as the UK’s worst-performing property firm for customer experience.

The news regarding Purplebricks’ poor performance on the allAgent’s platform, based on the last 12 months, came just a few days after the company posted a gloomy trading update.

AllAgents Martin McKenzie said: “In our view, Purplebricks have to improve on their customer satisfaction rates if they hope to once again increase their market share.

“They are known for promoting their countless glowing five-star reviews on TrustPilot, as well as closed review platform Feefo, however, will regularly avoid any mention of their one-star review status on allAgents, the UK’s largest property review website.”

Martin McKenzie
Martin McKenzie

McKenzie called on Purplebricks to be more open and transparent about the company’s performance and explain why “there is such a disparity in ratings from the industries very own ‘trip advisor’ to their reviews on Trustpilot, which they pay for additional services”.

But McKenzie has “cautiously” welcomed the online agency’s change of leadership.

A Purplebricks spokesperson told EYE: “Our field agents deliver a fantastic service to our customers and this is reflected in the direct feedback we receive and the thousands of great reviews on platforms such as Trustpilot and Feefo.

“We take a degree of pride in recently having won the Feefo Platinum Trusted Service award for the second year in a row for delivering exceptional customer experiences.

“This said, we are not complacent and the All Agent’s findings demonstrate the need for us to focus on continually improving the quality of service to our customers.”


Top 10 worst rated property firms for customer experience in UK (over last 12 months on allAgents platform): 

Purplebricks 1 https://www.purplebricks.co.uk/
Chancellors 2 https://www.chancellors.co.uk/
RNL Property Management 3 https://rnlpropertymanagement.com/
Farrell Heyworth 4 https://www.farrellheyworth.co.uk/
Grant Property 5 https://www.grantproperty.com/
Countrywide Residential Lettings 6 https://www.countrywide.co.uk/
Urban Evolution 7
OpenRent 8 https://www.openrent.co.uk/
YPP 9 https://ypp.co.uk/
Hacking & Paterson 10 https://www.hackingandpaterson.co.uk/


EYE NEWSFLASH: Purplebricks trading update – reduced instructions are hurting the business



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  1. Malcolm Egerton

    With scores of 4.5 on Trustpilot and Feefo (why both?) surely they must be great at what they do?


    So let’s see on Google: ‘PurpleBricks London’ throws up a score of 1.6.


    Seriously folks: when are consumers and businesses going to realise that Google reviews are the only even vaguely reliable indicator?

  2. Typhoon

    They can’t provide better service doing what they are doing.  tTey have to become “proper estate agents” to do so.

  3. Bigbee73

    Having worked for both 1 and 2, i can safely say the reason i left no 2 was because in the 14 months I worked there, taking in to account the consistent training you’re given,never once, were the words ‘customer service’ ever mentioned! This is a company that operates purely for its own profit. Pb USED to be all about customer service and it really was drummed in to you from the very first day. Of course you get some bad apples everywhere but my clients did receive a first class service as is evident that a lot of them have come back to me since i have gone it alone. Profit before reputation will always come back to bite you but sadly those reaping the profits don’t seem to have much of a concience and sleep it off. Shame on them!


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