Andrews Property Group Success
INTRODUCTION
Andrews Estate Agents
established in 1946, veterans of the property industry, Andrews is very much a 21st century business, with a belief in teamwork, full customer transparency and exceptional communication.
Across 48 offices, they offer an incredibly broad service in property sales and lettings, financial services, property asset management, leasehold management and land & new homes. Their obsession is adding value where it really matters, for a hugely varied client-base, with different needs.
Across 48 offices, they offer an incredibly broad service in property sales and lettings, financial services, property asset management, leasehold management and land & new homes. Their obsession is adding value where it really matters, for a hugely varied client-base, with different needs.
"We provide our customers with exceptional property outcomes"
These are the words of David Westgate, Group Chief Executive of Andrews Property, and the ethos behind their constant ambition to optimise every aspect of their customer experience.
CHALLENGE
Unique in the property world, they are owned by 2 charitable trusts, and so it is their belief in the greater good, that actually underpins their philosophy to always put the customer first. With exceptionally high ambitions for their customers and staff, Andrews constantly target the very highest standards in customer experience and staff performance.
Staff who work with passion and purpose will give the customer their very best, so Andrews need to put everything into training and development, and also know they must give their teams the very best tools to do the job, and give the customer the service they expect.
Staff who work with passion and purpose will give the customer their very best, so Andrews need to put everything into training and development, and also know they must give their teams the very best tools to do the job, and give the customer the service they expect.
"Know Your Market don't just help us deliver the best customer experience, with the highest quality managed live chat on our website 24/7, their mystery shopping also enables us to design the best customer experiences by identifying areas for improvement, and motivating our teams to even higher standards of excellence"
Nick Moir, Head of Marketing
SOLUTION
In 2019, Andrews commissioned Know Your Market to provide Mystery Shopping on their home valuations for both sales and lettings, and also to benchmark themselves against their competition!
To be the best, Andrews are prepared to test themselves regularly, and commissioned Know Your Market to carry out a periodic Mystery Shopping programme.
Reviewing their Sales and Lettings operations across multiple branches, they commissioned video reports of home valuations - the most crucial conversion point in their sales process. They also included a benchmark review of 2 key competitors, to directly compare their own performance against their local rivals.
Know Your Market completed a total of 36 home valuations, using professional mystery shoppers, receiving agents in their own homes, all videoed for Andrews subsequent analysis.
To be the best, Andrews are prepared to test themselves regularly, and commissioned Know Your Market to carry out a periodic Mystery Shopping programme.
Reviewing their Sales and Lettings operations across multiple branches, they commissioned video reports of home valuations - the most crucial conversion point in their sales process. They also included a benchmark review of 2 key competitors, to directly compare their own performance against their local rivals.
Know Your Market completed a total of 36 home valuations, using professional mystery shoppers, receiving agents in their own homes, all videoed for Andrews subsequent analysis.
RESULTS
The insights delivered made a significant impact upon Andrews' business, enabling process improvement and increased sales performance. Consequently Andrews put in place a formalised quarterly programme over 12 months, across their network.
This quarterly programme enables Andrews to establish an upward trend of constant improvement, directly linked to team training and development. Mystery shopping is built in to the business KPI monitoring, and directly linked to team performance incentives, ensuring the ideal balance of exceptional customer service and proactive revenue growth.
This quarterly programme enables Andrews to establish an upward trend of constant improvement, directly linked to team training and development. Mystery shopping is built in to the business KPI monitoring, and directly linked to team performance incentives, ensuring the ideal balance of exceptional customer service and proactive revenue growth.
WE CAN DO THE SAME FOR YOUR BUSINESS
We give you a 'customer first' approach, creating engagement that drives revenue.