Estate agents are the best at answering phones promptly, a major survey has discovered, beating utility companies, doctors, banks, phone companies and legal firms.
Waiting for long periods to get through to businesses is often a hair tearing and all-too often common experience for many people but only 5% of the respondents said they rate estate agents poorly for call handling times.
This compares with utility companies (33%), doctors (27%), banks (25%) and phone companies (21%). Only solicitors came near to estate agents at 6%.
The survey, conducted by Moneypenny, reports that overall a fifth of those quizzed reported waiting between one and five minutes to get through, and a quarter up to ten minutes.
45 minute wait
Astonishingly, 6% said they had waited between 45 minutes and an hour to get through on the phone to a company while 19% had given up.
People’s tolerance of long waiting times is greatest among the young and lease among those over 55 years old.
“Since the start of the pandemic we’ve seen a marked increase in the number of property agencies calling on outsourcing call handling and live chat support because they recognise the importance of accessibility for their clients, particularly during such a busy time with the stamp duty holiday,” says Joanne Tattum (pictured), Head of Estate Agents Sector for Moneypenny, which has 2,5000 industry clients.
“Improving customer care has been a real priority for property agencies over the last decade so it’s great to see it recognised in these findings.”