Neilsons Formally Recognised by ESPC for Outstanding Customer Service for Second Year Running

The Edinburgh Solicitors’ Property Centre (ESPC) have announced that Neilsons are one of the best Solicitor Estate Agency firms for customer service in East Central Scotland, following an independent Mystery Shopper exercise.

Neilsons’ Property Team secured one of the coveted top spots as runner-up in the annual competition that all 140 ESPC member firms are invited to take part in and Neilsons are proud to note that our City Centre office and Head Office also scored exceptionally highly placing in the top ten making Neilsons the only firm to have multiple offices feature in the top ten for customer service.

The mystery shop exercise this year revolved around the needs and impressions of a first-time seller and, as with previous years, an independent consumer research agency carried out the research. The results were based on a range of detailed criteria including website experience and responsiveness, call handling including greeting, establishing the client needs, providing up to date information on the market, suggested marketing of the property, fees and next steps and follow up experiences.

This is also the second year in a row that Neilsons have been awarded one of the top spots for customer service and Neilsons will be formally awarded in a few weeks’ time at the ESPC Ball, on 30th November.

Ashley Mcinulty, ESPC’s Business Development Manager, who organises the Mystery Shop, said: “Neilsons’ consistent high performance is evident year on year in ESPC annual independent mystery shopper programme. Three branches within the top ten rankings, including achieving the runner up spot, is a great accomplishment. And it’s clear to see why through the feedback. With high standards of customer care, expertise and knowledge of the property market and a clear passion for what they do – Neilsons performed extremely well for 2018 and deserve to be recognised for it.”

Jenna Spence, Operations Director, said: “Client service is of paramount importance to us and it really is at the heart of everything we do so we are delighted to have been recognised by the ESPC for outstanding customer service once again. Not only did Neilsons achieve one of the coveted top spots for this for the second year running but all our offices scored exceptionally highly, and we are the only ESPC member firm to have multiple offices rank in the top ten mystery shop experiences this year. This is a phenomenal effort considering there are 140 ESPC member firms and it’s all credit to our exceptionally talented and experienced property and legal staff who always put the client first.”

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