One of Australia’s largest brands has been recognised by Canstar as the industry’s best for following through on its promise to deliver service excellence to its customers.
LJ Hooker customers are the most satisfied in Australia, with the real estate group winning the respected and independent Canstar Blue Award for Most Satisfied Customers.
Canstar surveyed almost 1,000 customers who had recently used the services of a real estate agent, with LJ Hooker being awarded five-star ratings in four disciplines which are pivotal to the customer experience in real estate: communication and advice, contract handling, problem resolution and marketing.
LJ Hooker topped the ranking ahead of six other national real estate networks.
Network chief of LJ Hooker Graeme Hyde said that the rating underlined the network’s collective commitment to customer service.
“Customers engage LJ Hooker because of the 90 years of trust and confidence we’ve provided to generations of sellers, buyers, landlords and tenants during their property journeys,” Mr Hyde said.
“Companies don’t get to enjoy such longevity without making their customers their central focus.
“The real estate industry is changing through the development of digital innovation, and LJ Hooker has taken the lead in that space. But LJ Hooker regards digital innovation as an enabler for our customer service, supporting a richer and more beneficial agent/customer or property manager/customer experience.”
Mr Hyde said that the Canstar Blue Customer Satisfaction Award “proves” that its sellers, landlords, buyers and tenants appreciate LJ Hooker’s commitment to “making their property journey an enjoyable one”.
Earlier, Mr Hyde told REB that, ever the pioneer, LJ Hooker has evolved with the changing landscape.
“We now make sure our business owners and their teams are highly skilled with a 360-degree proposition that combines online and offline value.
“The industry is constantly changing as consumers’ needs change, although we are now experiencing the most rapid change in history.”
He said that buyers, sellers, landlords and tenants have an immediate expectation regarding access to information.
“In this digital age, a real estate specialist without a holistic offering that boasts contemporary digital services at its core risks becoming irrelevant.”