Last month we conducted a customer satisfaction survey that
went out to over 2000 people on our database and to clients past and present.
We know that people get sick to the back teeth of receiving these surveys
through on email and we are eternally grateful to those that took the time to
go through the seven questions to give their feedback on their opinions of
Spencers. Questions included; what springs to mind when they think of our
company, what makes us unique, how do we rank compared to competitors, what
people want most from their agent, and what can we do in the future for you.
Quite incredibly we only got one negative response, but as it turned out, they
had confused us with a competitor and apologised profusely! The rest of the
comments that we received we feel so proud of that we are happy to directly
quote a selection of them within our blog. We have chosen just a few as we don't want to give away all our secrets of what we do so well! Thank
you so much to everyone who participated.
When you hear our business's name, what main idea comes to mind (something we stand for)? |
|
Trusted local name |
|
|
Both helpful and
honest. |
|
|
Class and trust |
|
|
Individual and
helpful.. |
|
|
Honesty |
|
|
advertising
boards
Local small firm
|
|
|
Fairness |
|
|
You sell houses |
|
|
Well established |
|
|
Pragmatic and
straight forward |
|
|
An established
business, quality and reliability |
|
|
Family business.
Good service. |
|
|
The name brings
to mind a family oriented business |
|
|
Trustworthy.
Honest comments whether they be good or bad. |
|
|
Good customer
service |
|
|
Good
service. Not too pushy |
|
|
Young
enthusiastic people, personal knowledge of the area |
|
|
Honestly, clear
thinking. Concise communication. |
|
|
Polite
professional service |
|
|
Loyal |
|
|
Quality,
service. personal longevity local and trusted |
|
|
Caring and
thoughtful. Sound advice.
Sense of humour
|
|
|
Higher end
property |
|
|
Treating property sales like they are your own, rather than just a number
A local Firm
with a good reputation. |
|
|
Independent
professionals |
|
|
Solid Sheffield
business |
|
|
Traditional |
|
|
Professionalism |
|
|
Good inner city
and nearby information |
|
|
Pleasant
efficiency. |
|
|
Estate agent
active in area of Sheffield I am interested in. |
|
|
Quality but
expensive? |
|
|
Honest and hard
working. |
|
|
Good customer
service. Sometimes slightly overpricing properties - there have been a number
of properties that have been on the market a while that have stayed at the
same price, where other similar properties on with different estate agents
have begun to reduce their asking price.
I appreciate this may be the vendors decision, not Spencers. |
|
|
|
|
| What do we do that makes us unique? |
|
|
Non franchised family business
small enough to know about every property on the books . |
|
|
Show an interest
in the property sale / purchase and work hard to make things happen! |
|
|
Social Media! |
|
|
Family firm |
|
|
Not act like
slimey sales people |
|
|
Small.
independent |
|
|
I have not dealt
with anyone else so have no comparisons to make |
|
|
Small family |
|
|
Being
independent |
|
|
Great friendly
service, I appreciate being told what is really felt about the properties so
if there is an issue i can try to sort the problem. |
|
|
One office,
don't get passed around. Speak to same people/person each time you call. |
|
| I thought you were very polite and helpful. I was really impressed at how quickly your responded to phone calls and emails. Your website is easy to use and you provide plenty of detail about properties. The floorplans are especially clear
We appreciated
the honesty and openness of the agents that we dealt with, especially their
openness around other bids and the bidders situations |
|
|
You respond to
the needs of customers rather than expecting customers to fit in with a rigid
system which may not be appropriate. You have experienced staff who know what
they are talking about. |
|
|
Clean graphics,
colourful signage warm response when entering the office and warm response on
the phone |
|
|
Make sense!!
Easy to contact. |
|
|
Keeping your
customers informed (very important to me) |
|
|
Personal and
thorough are two strengths that stand out. |
|
|
Personal and
local |
|
|
Very good
brochure. Sends visitors who are really interested in the property |
|
|
Thorough
reporting on viewings, good communication, nice, personable and professional
staff. |
|
|
Friendly, light
touch but available to assist when required. |
|
|
Independent
local company looking after its market area properly |
|
|
You have kept in
touch by e-mail - I like that. Creative approach to marketing. |
|
|
Comprehensive
weekly reporting |
|
|
More likely to
communicate relevant info other agents often uncommunicative |
|
|
Integrity. |
|
|
Fantastic
photographs of the properties for sale and
plenty of customer contact |
|
|
Treat customers
as individuals. |
|
|
Attention to
detail/customer service/communication. As a company you seem to be much more
pro-active and 'visible' |
|
|
|
|
SO - THANK YOU SO MUCH TO EVERYONE THAT TOOK PART IN THE SURVEY. WE FEEL SO INCREDIBLY PROUD OF THE RESULTS.
OH! AND MERRY CHRISTMAS!!
WWW.SPENCERSESTATEAGENTS.CO.UK
So, on Christmas Day, his mum, threw herself into the sea on his behalf to raise money for Diabetes UK and we are incredibly proud of her achievement. Thank goodness she was so willing to do it! We were certainly more willing to sponsor her than to join her! 
