by Bob Scarff

If you were at EA Masters a couple of weeks ago, or if you’ve seen any of the communications from Peter Knight of Property Academy since then, you will have seen the outcome of 50,000 Mystery Shops of UK estate agents carried out over the summer.

Four emails were sent via Rightmove to every Estate Agents branch in the UK. The results were (I’m afraid) predictable.

52% of those 50,000 emails were still unanswered after forty eight hours (they were all sent during conventional opening times).

Of the 48% that were answered, the average time taken for the agent to respond with either an auto email, a bespoke email or a phone call was 1 hour and 55 minutes (read here if you’d like to remind yourself of what that means to the likelihood of being answered).

Callwell Score is a unique way in which the branches of our customers can benchmark their performance against each other in real time. The result from the EA Masters Mystery Shop equates to a Callwell Score of 426 out of 1,000.

In the last week, the top score for the best performing Callwell customer was 900 and every single one of the top ten businesses were well over 426.

Proof that Callwell really does allow its customers to outperform their competition.

Look out in the next few days for the October month end results.

Bob Scarff

Written by
Bob Scarff

Bob Scarff ran the UK’s largest and most successful firm of estate agents, having worked his way up from a trainee negotiator in 1978. Now bringing his passion for customer service and organisational discipline to other companies and sectors, he saw quickly the benefits that Callwell can provide and co-founded PropTech Solutions in 2016 to relaunch it into the market.


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