National survery on letting agents
Martin & Co, Oxford has released details of a national survey conducted earlier in 2009 by Awards for Business. Over 30,000 questionnaires were sent out to property owners throughout the country who had sold or let through an agent. The purpose was to seek opinion on customer service.
Questions covered a range of topics, such as the level of explanation of fee structure; compliance law; speed and efficiency of problem solving; rent collection and payment; how professionally the property was marketed; the level of communication between agent and client and trustworthiness. In all 14 categories, Martin & Co Oxford exceeded the national average by some way. Indeed, the percentage of customers who rated Martin & Co Oxford as "excellent" across every service level was 77%. They scored particularly high in the level of communication category (88%) and trustworthiness (91%)
Established in 2006 by Bob, Claire and Sue Urwin, the business is now entering its 5th year of trading from city centre offices opposite the Oxford Castle heritage site. Joint-owner Claire Urwin said: "We were told when the results were announced that it was not easy for a lettings agency to achieve such a consistently high level of service to their clients over a 12 month period and that this was an outstanding achievement, so we were particularly pleased with the results."
Claire said: "We will not be sitting on our laurels. We will continue to seek opinion from our clients on the level of service they receive from us. The Martin & Co brand is going from strength-to- strength. We have had a record year in 2009 and now at least two more offices will be opened in Oxfordshire in 2010". Claire added: "The network has grown to 175 offices throughout the UK and here in Oxford we were recognized in 2009 as a top achiever. We can't wait for 2010 and our resolution is to continue to give customer delight which exceeds expectations"
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