Purplebricks has refuted online speculation that its reviews on Facebook are at significant odds with those on TrustPilot.
It says both sets of ratings reflect good to exceptional feedback.
Yesterday evening on Facebook, there were 266 reviews of which the majority, 190, gave Purplebricks five-star ratings.
However, 59 gave one star-ratings, typically with complaints about lack of communication and the performance of the conveyancing service.
On TrustPilot yesterday evening, there were 4,686 reviews of which 86.5% were five stars.
An online article, picked up by EYE readers, makes some unsubstantiated allegations.
A spokesperson for Purplebricks told us: “On Facebook we are receiving a rating of 4.0 out of 5.0 from 262 reviews, versus 4.8 out of 5.0 on TrustPilot from 4,669 reviews.
“Both ratings reflect good to exceptional feedback.
“Statistically one would have to say that TrustPilot, which is also moderated for objectiveness, is perhaps more referenceable at this point in time, being based on 18 times more reviews.
“In seeking to understand why there is a difference in levels of feedback between Facebook and TrustPilot we can only comment broadly that TrustPilot is a platform specifically dedicated to objective reviews and rating of products and services across a wide range of markets.
“It is entirely independent, the reviews are validated as being from bona fide customers and the platform is recognised globally.
“Facebook is designed as a much broader social network platform that has provided a rating application but which as yet has not taken off as comprehensively as TrustPilot in this context – this may change in the future.
“We take feedback from TrustPilot and Facebook extremely seriously as you will see from our engagement with such customers.
“In all cases, we seek to follow up with customers at a senior level, and respond to any perceived issue directly.
“We believe this is a vital component in our achieving such exceptional levels of customer satisfaction.
“With regard to eZieConveyancing, it is fair to say that conveyancing can be very challenging to deliver a perfect service 100% of the time, since the process is dependent on a wide range of factors – the reliance on other people in the chain, the peculiarities of the property ownership and history, the availability of documentation, potential delays in a completion, etc.
“We undertake all our conveyancing through MyHomeMove under the banner of eZieConveyancing.
“We are delighted to work very closely with them. By far the majority of our mutual customers receive an excellent service from them, which is reflected in our TrustPilot scores.
“Where Purplebricks customers pay upfront for their service, they are entitled to use any conveyancing firm of their choice. Where customers choose to defer their payment they are required to use eZieConveyancing.
“This is clearly referenced in the signing-up options. The fee level for eZieConveyancing compares very favourably with other suppliers in the market.”
Yesterday, Purplebricks enjoyed a good day on the stock market, with its shares shooting up 8.39% to 142p. It launched on the stock market in December with shares at 100p and has since had a low of 75p and a high of 152.50p.