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November 25, 2019

Great service should be more than just lip service

Topics: Press Release, News, quality service award 0

Once could have been passed off as good luck, twice was the beginnings of a trend, but three times demonstrates that Harcourts is truly walking the talk when it comes to delivering great service. Harcourts New Zealand has been awarded the Reader’s Digest Quality Service Gold Award in real estate sales for the third year in a row.

“Whether you’re selling, buying or renting, the process can be quite stressful,” said Harcourts Managing Director, Bryan Thomson. “On top of that, the real estate industry has been operating in an increasingly complex environment, so it’s a real credit to our people that New Zealanders have chosen Harcourts as the gold standard in customer service for the past three years.”

The annual awards are based on four criteria: providing a personalised customer experience, understanding the customer’s needs, making the process quick and easy, and meeting or exceeding customer expectations. Market research agency, Catalyst, surveyed 1,500 people who were asked to nominate a service provider in a wide range of categories, including real estate sales. To qualify to vote on a category, the respondent must have used a service provider from that industry.

“We are delighted to be the holders of both the Gold Quality Service Award and the Reader’s Digest Most Trusted Award which Harcourts has retained for seven consecutive years,” said Thomson. “Each year these awards reinforce what our customers have been telling us in our own Client Experience surveys, where we’ve consistently scored an average of 4.7 out of 5 stars for our service.”

“When we survey our own clients, we find that often it’s the little things that leave a lasting impression, like these comments from Jonathan and Jodi in Hastings.”

“Our agents went above and beyond to make this process a smooth one. They helped us get our place ready for sale, loaned us boxes and even bought my children dinner on moving day.”

Reader’s Digest says it is confident that the results of the Quality Service survey are a truly accurate measurement of New Zealand consumer sentiment.

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This article is featured in Harcourts' Property Focus Newsletter Issue 1, 2020.