Blogs, Press & Media

Lettings Customer Satisfaction Survey: Summer 2017

Mon 17 Jul 2017

We've been conducting customer surveys for 10 years and we were delighted to find that, as the business continues to grow, we have maintained our high standards of service and great results for both landlords and tenants. The level of market knowledge and local know-how that our teams display on a daily basis greatly impressed our clients, with 90% of landlords indicating that they had a positive overall experience when using Marsh & Parsons.

Overall, landlords were impressed with the information they were given about the rental process and the market they were letting in, with 90% satisfaction amongst participants in the survey. One client stated that our agents were “very well informed and incredibly helpful,” proving that our emphasis on delivering excellent customer service continues to set us apart in the competitive London market. Indeed, an overwhelming 96% of landlords were happy with how eager we were to let their property. The survey shows that our teams always strive to get the best prices and terms for our clients, and we consistently achieve great results and a quick turn-around. One anonymous re-let landlord wrote that they always return to Marsh & Parsons as “invariably, the service is first rate and the process is seamless."

Tenants were equally happy with their experience, with one contributor telling us that unlike other agents they searched with, we stood out as “eager to help.” With 81% of tenants pleased with the customer service they received, we clearly continue to excel through our ethos of taking time to understand our clients’ needs and matching them with their perfect property. Many of our teams were mentioned personally in the survey, and the terms “friendly,” “professional” and “efficient” appeared frequently. In fact, one respondent claimed that the professionalism and expertise of one of our negotiators in particular was the “primary reason I chose Marsh & Parsons over other agencies.”

We don't always get it right and the process highlights where we need to improve, as well as where we perform really well. We are constantly striving to improve on the client experience with us.

Thank you to all of our landlords and tenants who took the time to provide feedback. We are delighted to publish the results.

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