When asked how satisfied they were with the overall service from their conveyancing firm, 90.6% scored them as ‘excellent’, while 86% rated their solicitor as ‘excellent’ for keeping to deadlines.
The high satisfaction scores were recorded by The ESTAS Group, which runs the national customer feedback and award scheme for the conveyancing sector. The ESTAS feedback platform enables firms to send out a service review invite via email or text asking clients to rate the customer service they received during the conveyancing process. The ratings and feedback are sent back confidentially to each firm enabling them to track and benchmark their service performance.
The annual ESTAS Conveyancer Awards, which take place in October, are sponsored by leading property search specialist, SearchFlow.
Over 8 out of 10 respondents also rated their conveyancer as ‘excellent’ in dealing with any problems that arose, liaising with other parties in the process and in their overall speed and efficiency.
While still impressive in its response, the ‘lowest’ score focused on how well conveyancers explained legal terminology, with an ‘excellent’ score of 75%, although 19.5% scored them as ‘good’ and a minority of just 2.2% suggesting that they were ‘average’ in this field.
Simon Brown, The ESTAS director, had this to say: “By the very nature of The ESTAS Conveyancer Awards, we do attract firms who already prioritise service delivery so the scores we received from their clients for each question are high. We are able to spot areas where property solicitors can improve however, with the explanation of costs and legal terminology at the lower end of the scale – hopefully this is a useful barometer that conveyancers can take on board – and also be assured that by and large they are doing a great job for their clients.”
Carole Marsden, UK Sales Director for SearchFlow, said: “To receive such high praise from over 5,000 clients really is impressive. The conveyancing industry as a whole should be very proud of such positive feedback. When people are conducting what is one of the largest purchase or sale transactions they are ever likely to handle, it’s clear that they value the support and professionalism of their legal practitioner in taking the transaction to completion. Yes, there’s room for improvement in areas, but it’s great to see such praise.”
