Knight Frank wins customer service award

The UK Residential division of agency and property brand Knight Frank has won the ‘Best Customer Satisfaction Strategy Award’ at the UK Customer Satisfaction Awards 2024.

Last Tuesday, Knight Frank was successful in winning the prestigious award backed by the UK Institute of Customer Experience.

Knight Frank said its work in transforming its customer experience has boosted its overall net promoter score from -3 to +65 and five-star ratings on Google and Trustpilot. 

The strategy has moved the firm from just describing itself as estate agents to ‘Partners in Property’, with colleagues focused on doing all they can to deliver on its promise and meet its customer expectations. Knight Frank says this approach has resulted in significant levels of repeat business and recommendations.

Tim Hyatt, head of residential at Knight Frank, said: “After eight years of focus it is heartening to once again be recognised as a leader in the customer experience space, especially when up against other leading brands across multiple sectors. We have worked incredibly hard to re-write the rule book when it comes to customer experience in real estate – this award is testament to that.

“When I reflect on the customer experience journey we have been on at Knight Frank, I am pleased with the transformation we have made to the business in a relatively short amount of time. 

“What is most encouraging is the firm’s ability to remain consistent, particularly over the last five years, in its pursuit of market leading customer experience. It is easy for businesses to claim they are something, but delivering on your goal year-after-year at this level is something we are all extremely proud of. Thinking customer first has become part of our DNA; and our repeat business and recommendations are evidence of that. We have never tried to be the biggest, but we continuously strive to be the best in everything we do.

“The next stage of our customer experience evolution, whilst still focused on delivering a great service, has been to sharpen our focus on customer retention by building long-term meaningful relationships, commitment and advocacy to the Knight Frank brand. Irrespective of sector, there is no doubt exceptional customer experience results in increased loyalty, profitability and growth.”