OnTheMarket wins customer service award for agency town halls

OnTheMarket has won a high-profile award for its customer service due to its agent town hall sessions.

The portal has won the gold award for ‘Best B2B Customer Experience’ at the 2022 UK Customer Experience Awards (CXAs). 

It was successful in securing the overall winner’s award against a collection of other leading brands in the same category, beating parcel carrier firm Yodel to the top award at a ceremony held at Wembley Stadium. 

OnTheMarket received the prize on the back of chief executive Jason Tebb’s successful “Listening Tour”campaign of agent town hall sessions. 

Organisers of the CXAs also recognised “significantly elevated engagement with the portal’s agents throughout the past year.”

Tebb said: “I couldn’t be happier that we’ve won a national award for our Listening Tour. 

“My town halls are one of the best parts of my job and it’s an honour to meet with our customers and hear what they have to say. To date, we’ve had over fifty events, meeting thousands of agents and it’s been truly inspiring watching this movement of agents build. 

“I would encourage any OnTheMarket agent who hasn’t been to a town hall yet to come along and have their say. We very much appreciate all the agents who have dedicated their time to give valuable feedback at these events. Thank you to my client engagement team who work so hard behind the scenes to make the shows such a success.”

The ongoing Town Hall series has been running since February 2021, with the aim of giving agents a stronger voice in how OnTheMarket supports its agents and evolves its offering. 

Direct feedback from these sessions has led to the development of a number of partnerships and tools such as the portal’s lettings AVM, following calls for assistance in generating landlord enquiries.