In a competitive market, LJ Hooker has topped Canstar Blue’s real estate agent customer satisfaction ratings in 2018. It rated five stars across multiple categories, including problem resolution and overall satisfaction.

The housing market can be a confusing place, whether you’re there to buy, sell, or purely look at what’s available. Regardless of what you’re after, chances are you’ll deal with a real estate agent at some stage, whether it’s in passing at a housing inspection, or spending long hours with them in an office to get that paperwork signed. Finding the perfect home is hard, and so is finding the right real estate agent to guide you through the leg work.

Real estate agents now take many different forms, including some online-only firms. For many, deciding which to trust will be one of the biggest challenges faced on the path to your next right move. And while some of us might have preconceived ideas about estate agents, having them on your side when it comes to contracts and price negotiations could not only save you hours of stress, but potentially thousands of dollars in the long run. But of course, you’ll have to pay for their help, and costs can be high.

That’s why Canstar Blue produces an annual review of estate agents, to find out which are rated highest by the people who know best – their customers. Whatever they have used an estate agent for – buying, selling, renting or leasing – we invited hundreds of survey respondents to tell us about their experiences with some of the biggest firms in Australia, when it comes to important factors like problem resolutions, communications & advice, contract handling and value for money.

LJ Hooker are proud to be announced as the winner of the 2018 award. 

LJ Hooker Nerang Customer Service Manager Emily-Jane Megraw said it was the team’s priority to make sure they were meeting client’s needs.
 
“We’re thrilled to have been recognised for our Customer Experience efforts,” she said.
 
“We wanted to create automated systems to ensure that certain things were getting done.”
 
“We realised there was a gap between the client’s expectations versus what was actually being offered. They don’t care what kind of business it is, there’s a minimum service they expect.”
 
The office formed a Customer Experience team that is dedicated to ensuring customers are given excellent service with multiple touch points throughout the year.
 
“These days people are so into technology, they are constantly being spammed with emails and text messages. We realised early on it was all about phone calls,” Ms Megraw said.
 
“People are responding because they have gone so far into technology, they’re now surprised when they receive a phone call.”
 
“What we are trying to do is form that human relationship. Customers are often shocked that someone has picked up the phone and is actually calling.”

You can read more about Canstar Blue here.