Knight Frank wins award for customer service

The UK residential division of property consultancy Knight Frank has been awarded for its customer services.

The agency brand won the ‘Best Customer Focus award’ at the UK Customer Satisfaction Awards 2023 earlier this week.

Knight Frank was recognised by the judging panel for its strong customer experience strategy and innovative ideas. 

Tim Hyatt, head of residential at Knight Frank, said: “We are delighted to have won this prestigious award. 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.

“Here at Knight Frank we started looking strategically at our customer experience six years ago, since then we have been on a transformational journey which has touched the four corners of our organisation. It has become part of our DNA, we no longer need to ask our people to think in a customer centric way – teams really do want to offer the best possible service and understand how much it means to clients.”

Knight Frank said it started overhauling its customer experience in 2016 when its residential board recognised the need to evolve its approach as a response to market changes, increased competition, threat of online and ever-shifting client behaviour and expectations.

To understand how to evolve and differentiate itself, Knight Frank conducted internal and external research consisting of workshops, office visits, mystery shopping and qualitative and quantitative surveys. In total the firm contacted more than 30,000 of its clients.

Hyatt added: “Outstanding customer experience builds long term loyalty which in turn has a significant impact on financial performance, motivating employees, driving repeat business and referrals, whilst critically reducing operating costs. 

“Therefore, the next stage of our customer experience evolution is all focused on developing long-term commitment and advocacy to the Knight Frank brand, resulting in increased loyalty, profitability and growth.”