Qualities modern consumers are looking for in estate agents

June 14, 2021

Times are changing. And so are your customers. What they may have wanted ten or even five years ago may be completely different to what they want now. To thrive, your agents need to be able to adapt to this. In this post, we look at qualities modern consumers are looking for in estate agents.

An evolving industry

The property industry has come a long way in the last decade, namely due to the influence and infiltration of technology, both of which have been massively spurred on during the COVID-19 pandemic.  Agents have been forced to adapt to providing a much more virtual service, including viewings.

However, whilst agents have adapted to these changes and the subsequent pressures brought on by the pandemic, they have also been working in an extremely busy market.  The stamp duty tax holiday paired with the ‘post-lockdown’ effect making people want to move, has made for a very buoyant housing market. According to data from HMRC, UK residential transactions in February 2021 were 48% higher than February 2020 and 23% higher than January 2021.

So, with these changes and increasing pressures in mind, what are customers now looking for in an estate agent?


Over 80% of people moving home state that the speed, or lack of, of the process is the most frustrating and stressful element. There is a great need for agents to provide a speedier, more efficient and more personal service. For example, if tasks can be automated, it will free up time on both the agents and clients side, freeing up time to focus on other tasks that can speed up the process.

Additionally, research has shown that the way people search for properties has now changed, with the majority of leads now being generated outside of working hours, highlighting the need for agents to have some form of 24/7 presence.  

The use of technology

Customers are becoming increasingly tech savvy, and they expect their estate agent to be too. Agents who adopt a technology first approach can achieve greater rates of customer satisfaction and retention.  

Providing a more holistic service

Moving home is stressful. Customers are seeking agents who can provide an end-end, holistic service when it comes to moving. To address this, some agents now provide an all-in-one package that includes everything from mortgages and conveyancing to removals and utilities.

Area can help agents meet the changing and growing demands of customers. With our software, you can automate tasks, so that you can free up time to focus on what really matters to you clients.  Area provides you with the ability to automate applicant and vendor inquiries with our software and integrations. That means you can offer your customers a 24/7, and in many cases, instant service. With features such as instant 24/7 auto-reply for all new enquiries, integrated calls and emails and lead prioritisation, you can ensure you’re giving your customers the best possible experience. Contact us today to find out more.