A family-run legal firm has scooped the award for providing the best customer service out of all the 140 solicitor and estate agents in the ESPC.
Boyd Legal’s Boyd Property division achieved the highest overall score out of the firms who took part in the ESPC’s 2017 independent Mystery Shopper Programme.
Boyd Property scored 133 out of 135 – setting a new benchmark in quality standards when it comes to helping people to sell their property.
The success further cements the resurgence of firm’s residential property division which has been driven by the key appointment of Property Sales Director Kerry Wells and the acquisition of a business in Fife.
Managing Director Peter Boyd said with the marketplace becoming increasingly competitive, and customers having with massive expectations from start to finish, the need for great service has never been more important.
Peter said: “This award tells us that we are the best in the business when it comes to customer service measured by ESPC – that’s an amazing achievement. But it’s our philosophy for the whole legal practice too.
“And as this was a mystery shopper test, it shows that every person who comes into contact with Boyd Property is getting the best service possible.
“We believe we have set a new benchmark for member firms in the ESPC to match.”
ESPC use an independent consumer research agency to conduct a mystery shopper experience to look at the selling process through a customer’s eye – taking in elements such as website materials, call handling and the follow-up exchanges.
Paul Hilton CEO of ESPC said with competition tougher than ever, not least from web-based businesses, it is important for solicitor-estate agents to showcase the best of their services.
He said: “By providing insights into a firm’s key strengths and areas to improve on, the mystery shopper exercise equips firms with crucial insights to stay ahead of competitors, to help identify areas to improve the customer process.
“This year, Boyd property were the overall winners with the highest score for the ESPC mystery shopper programme, showcasing excellence in customer service from a seller’s journey and also the ability to go above and beyond for the consumer.”
Boyd Property scored top marks of 25 out of 25 for its website materials, and 75 out of 75 for the way its property team handled an inquiry call, which took in areas such as information on the market, marketing and relationship building. It only dropped two points in the ‘follow up e mail’ test scoring 33 out of 35.
Boyd Property has been on an upward curve since a decision was taken to revitalise the estate agency function, fuelled by the key acquisitions of Kerry Wells and Fife-based firm Gibson & Spears, Dow & Son.
Kerry, who has 20 years of experience in estate agency and a reputation for not only raising brand awareness but also improving service levels, has repeatedly won Best Estate Agent of the Year for Customer Service at www.allagents.co.uk’s People Awards.
Peter added: “When Boyd Property was launched in 2004, we quickly developed an impressive reputation for excellent estate agency service – we are now emerging as a major force once more, particularly in Edinburgh.
“This ESPC award is all down to the amazing and dedicated work of Kerry and her team.
“We have been helping people to buy and sell property for many years – and the fundamental tool we use, and which we are delighted to have acknowledged by the ESPC’s Mystery Shopper initiative, is to take time to listen to the customers’ needs and to ease the process as far as possible.”
Boyd Legal is a boutique family law business. Specialities are Private client and SME Commercial Property and Corporate Law. Head Office is in Edinburgh’s West End and offices in Glasgow, Aberdeen, Kirkcaldy and Inverness. Personal client service matters and Directors have considerable legal and business experience.
To learn more about Boyd Legal, please visit: www.boydsolicitors.com
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