Customer Insight

The Marsh & Parsons Customer Insight Department was set up in March 2007 to monitor and improve our services.

Although we are proud of the service we give, we also understand that there is always room for improvement so we complete regular, random surveys, primarily over the telephone but also by email, to our sellers, buyers, landlords and tenants.

The results, mostly good, occasionally bad are fed back to our office managers and their respective teams, where they can use this information to improve upon the service they provide. The findings have also helped us to develop a comprehensive staff training programme which ensures that all of our members of staff 'stand out from the crowd' and provide the best possible service.

The feedback so far....

Estate Agents have never been at the top of people's favourite professions which is why we place so much importance on getting the right feedback. We want to be able to build upon our growing reputation as estate agents and the responses we have had so far are very compelling.

84% of our sellers would definitely use Marsh & Parsons again (with a further 9% who said they would possibly), whilst 88% would definitely recommend us. 91% of our Landlords would definitely use us again (with a further 8% who said they would possibly) and 94% also said they would recommend our lettings service.

All results are collated using SurveyShack, an internet based questionnaire and survey management system.