Agency beats Mercedes, HSBC and O2 to major award

Knight Frank has beaten a string of prestigious household name companies to take the Overall Winner award at the 2021 Customer Experience Awards.   

Knight Frank’s UK residential division beat competition including Mercedes Benz, HSBC, Vodafone, O2 and TalkTalk.

The agency was recognised by the judging panel for its innovative ideas and strong communications strategy. 

In its presentation, the firm majored on its approach to the Covid-19 pandemic and the importance of adapting to the needs of its customers and colleagues. 

The judges suggested that the agency demonstrated a deep understanding of the role it plays in its customers’ lives, supporting and guiding them through every element of their property related journey.

Tim Hyatt, head of residential at Knight Frank, says: “It’s a true testament of our market leading teams and depth of real estate services we provide. It is heartening to be recognised as a leader in the customer experience space, especially when pegged head to head with some of the biggest brands in the world.

“I have no doubt it is our unique partnership culture, and strong values, which enables us to put the customer at the heart of everything we do. 

"At Knight Frank we are driven by our purpose; working responsibly in partnership to enhance people's lives and environments. We are accountable only to one another as partners, and our customers, which allows us to provide a fully focused and best in class service.”

The agency also won four other awards at the event, including those for putting customers ‘at the heart of everything’ and promoting ‘customer experience in a crisis’.

Hyatt concludes: “As we look to the future we plan to build on this success via a combination of technology, training and service offering initiatives. We have ambitious customer centric plans which are developing at pace, as well as remaining focused on investing in our people and attracting the very best talent in the market.”