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New RICS Home Survey Standard ‘will shine spotlight on customer service’

Firms will have to up their game when it comes to customer service with new RICS survey, says proptech firm Survey Booker.

Richard Reed

The new RICS Home Survey Standard coming into effect in December will bring a renewed focus on customer service levels when instructing a surveyor.

That’s the message from proptech firm Survey Bookers, which says it is vital that customer have a good experience to keep transactions on track.

The firm says speed of response is key, and points to figures from sales experts Lead Connect showing that 78% of customers take the services of the first responder.

A mystery shopping exercise carried out by Survey Booker in the weeks after lockdown compared 132 surveying firms. There was a marked response in the first hour compared with studies in other industries, with 46% responding compared with only 9% of SaaS companies in a 2017 study by Drift.

Nearly 10% of all firms contacted responded within the first five minutes. The study also looks at response quality and the range of contact methods by which a customer can get in touch with a firm.

Personalised service

Matt Nally, director of Survey Booker, said: “The speedy response times from such a large number of firms suggests a positive outlook for the implementation of the new RICS Home Survey Standards.

“Having spoken with many surveying firms we know there is a focus on providing a personalised service and we are pleased to be helping surveyors get back time to spend with clients.”

Survey Booker has recently launched new software aimed at helping surveyors to manage their leads from a range of sources such as direct leads, agent referrals, or from lead-generation sites.

Nally says the system cuts out a significant amount of admin, giving surveyors back time to focus on customers.

A clear track of customer service notes visible between office and field staff ensures these desires aren’t lost in translation and that the home buyer receives the information they need when their report is submitted.

Protecting buyers and sellers

The mandatory new RICS Home Survey Standard follows an industry and consumer consultation held earlier this year.

The new standard is aimed at better protecting buyers and sellers, with the emphasis on consumers fully understanding the importance and benefits of commissioning a home survey before buying a property.

RICS hopes the new Home Survey Standard will increase consistency, transparency and competency across residential surveying in the UK.

September 28, 2020

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