Customer-Focused Support: Putting You First Every Step of the Way
Committed to Stress-Free Support
We believe that great customer service means more than just answering questions—it’s about making every interaction as smooth and stress-free as possible.
Our Customer Support team is dedicated to providing clear, empathetic, and expert guidance at every stage, ensuring that you and your clients feel confident and supported.
We know that navigating property transactions can be complex, so whether you’re seeking clarity on a report or need quick answers from our expert consultants, our team is here to make your experience seamless and reassuring.
Dedicated Support with Empathy, and Expertise
Our Customer Support team is at the heart of our commitment to our customers, ensuring every question is addressed with clarity, empathy and expertise. Our dedicated team is equipped to respond promptly, guiding you through every detail and delivering support you can rely on.
We understand that transactions can be stressful. Whether we’re responding to you or your client, our Customer Support team has the understanding to guide you through any concerns with a report, or escalate your query for a quick response from our expert consultants.
Our Customer Effort Score Reflects Our Commitment to Easy, Effective Service
To make sure we're always measure up to our own high standards, we use feedback surveys to monitor our Customer Effort Score (CES). This is a widely recognised measure of how easy our customers feel it is to interact with us and how well we resolve their queries. Crucially, it allows us to learn from our mistakes but also to celebrate our wins. This is reflected in our excellent Customer Effort Score of 6.3 (out of 7).
Guiding You Through Every Step
Even when more complex queries arise, our Customer Support team can often manage the issue at first contact. This not only frees up our consultants to deal with particularly specialised enquiries, it also ensures that you or your client has a response to your concern within 24 hours of sending it.
This includes an understanding of flood risk assessments, intricacies of the way some things display on the reports, and contaminated land reassessments.
