70% of public still think branch is important when choosing an agent

But research by property software firm Alto also reveals that online reviews and recommendations count more than a physical office.

Nearly 70% of the public still say a high street branch is important when choosing which agent to use, a survey by lettings platform Alto has discovered, along with online review and personal recommendations.

The software provider quizzed 700 customers to discover that when choosing an agent, 99% reckon recommendations and reviews are the most important factor, followed by 83% who say regular communication via WhatsApp, text and/or video calls is important to them.

Despite the increasing role of technology and virtual viewings, having a physical branch where customers can visit or speak to an agent in person is viewed as important by a substantial 69% of respondents. Alto says this highlights the value of building a rapport with clients and is a good sign that face-to-face viewings still play a vital role.

When it comes to communication, email remains the preferred method of communication for non-urgent updates about buying or selling a home (77%), with only 12% of respondents preferring a phone call, and 11% who like using texts or WhatsApp. When dealing with an agent, 99% people demand quick updates and feedback on milestones and 97% want clear information about the buying or selling process.

These findings will be discussed in detail by estate agent and co-founder of Whitaker Seager, Liz Whitaker, Alto expert Mark Freeman and property expert Lexie Carducci in episode four of Altogether, the new video series launched by Alto – part of Zoopla – to give insight and advice to agents at altosoftware.co.uk/altogether.

Link to Data Technology featureAndy Marshall, Zoopla’s chief commercial officer (pictured), says: “Despite the growing importance of technology in the property industry, it’s clear that great communication and building a rapport is still of the utmost importance to today’s consumers.”




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