YouGov data reveals customer satisfaction scores for 30 UK real estate brands, with Fine & Country leading the pack
New YouGov data, analysed by boutique marketing consultancy unchained.marketing, provides a unique insight into customer satisfaction within the real estate industry as of July 2023.
The survey involved over 21,000 respondents, giving us a robust insight into customer sentiment. The result? A Net Recommendation Score (NRS) for 30 national real estate brands. This NRS is a handy proxy for the Net Promoter Score (NPS), calculated by subtracting the percentage of respondents who wouldn't recommend a brand from those who would.
So, who's leading the pack in the property popularity contest? Drum roll, please... It's Fine & Country, with a net recommendation score of 76%! This is a strong indicator of customer satisfaction and loyalty, and they should be chuffed to bits with this result.
Other top performers include Strutt & Parker, eXp, Your Move, Knight Frank, and Hamptons, each scoring at or above 60%. Although the sample size was too small to be definitive, eXp and Keller Williams also showed promising scores of 64% and 59% respectively.
However, not all brands are basking in the glow of customer approval. We Buy Any Home trails with a score of -30%, indicating significant customer dissatisfaction. Leaders, Foxtons, and Emoov are also in the hot seat with a mere 1%, suggesting a need for considerable improvement.
The now defunct Easyproperty still managed to score a weirdly impressive 7%, while Purplebricks, Strike and Yopa are hovering around the 30% mark – just behind Connells at 34%.
Simon Leadbetter, founder of unchained.marketing, emphasised the importance of high-quality service in fostering positive brand perception and customer recommendations. He also pointed out that unlike other feedback platforms, these results can't be influenced or 'gamed' by directing only the happiest customers to leave feedback.
The property world is an extraordinarily competitive place, and this data provides a fascinating snapshot of where brands stand in the eyes of their customers. Keep up the good work, and who knows, next year it could be you at the top of the list.
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