Best For Conveyancing Customer Service

CONVEYANCING Insights pose as buyers to glean information from estate agents about

their conveyancing relationships, as well as mystery shop firms offering a conveyancing

service via telephone and web chat. They monitor how the firm engages with customers

and experience first-hand how a customer is made to feel, how actively they are listened

to and if they were made to feel valued. They also check for clear and concise pricing

and how the customer is communicated to. They have very strict scoring parameters to

ensure consistency.

Scores are marked for call handling, information gathering and the quoting process.

Shuhel Ahmed, Head of Residential Conveyancing said: ‘We have an amazing team

here at Pepperells and it’s great to see that the hard work and high standards that we

demand from ourselves does not go unnoticed.’

Stacey Marshall, Customer Service Manager said “We have invested in many areas of

the businesses and provided detailed conveyancing training to our call handlers, we

have introduced a new electronic onboarding system for our clients and welcomed

trained customer service professionals from the hospitality and travel sectors into the

firm. These changes, along with the high level of expertise that our legal teams offer

mean that we regularly receiving 4* and 5* reviews from clients and agents alike.”