New research from conveyancing software company, InfoTrack, has found that 55% of UK home-movers are frustrated by a lack of control during the house-buying process.
The study compares the attitudes, perceptions, and expectations UK home-movers and conveyancers have towards the conveyancing process.
Adding to home-movers’ perceived lack of control, over two fifths (44%) feel that they don’t currently receive enough communication during the process. In spite of this, two thirds (67%) of conveyancers say they keep consumers fully informed throughout the home moving process.
The research shows that home-movers are happy with the core conveyancing service, with the vast majority (86%) agreeing that their conveyancer did at least what they expected them to do. However, according to the data, there is a significant opportunity to invest in digital communication options to close this perception gap.
Nearly half of home-movers (47%), for example, say they would love regular digital communications from their conveyancers, with online portals, IM and text increasing in popularity amongst the group. More than a third (36%) also stated they would like the ability to track progress of searches and their property purchases.
Scott Bozinis, CEO of InfoTrack, had this to say: “While home-movers are broadly happy with the core conveyancing service, our research points to increasing expectations around customer experience. In a world where you can control your entire home from a smartphone, there is a need for conveyancers to use digital technologies to reshape how they work and how they engage with clients. This isn’t about changing the process, but about meeting the expectations of today’s mover and reaping the rewards of increased satisfaction.”
In a sign that the industry is starting to react to mover demand, the use of digital communication methods in the conveyancing market has jumped significantly. Home-movers that have experienced IM and text use from their conveyancers has risen from 6% to 11%, while online portal use has climbed from 4% to 15% over the last three years.