No mystery over Boyd Property win

ESPC CEO Paul Hilton hands the award to Kerry Wells, alongside Diana Boyd
ESPC CEO Paul Hilton hands the award to Kerry Wells, alongside Diana Boyd
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A family-run legal firm has scooped the award for providing the best customer service out of all the 140 solicitor and estate agents in the ESPC.

Boyd Legal’s property division achieved the highest overall score out of the firms who took part in the ESPC’s 2017 independent Mystery Shopper Programme – scoring 133 out of 135.

The success shows the resurgence of the firm’s residential property division which has been driven by the key appointment of property sales director Kerry Wells and the acquisition of a business in Fife.

Managing director Peter Boyd said with the marketplace becoming increasingly competitive, the need for great service has never been more important.

He said: “This award tells us we are the best in the business when it comes to customer service measured by ESPC – that’s an amazing achievement. But it’s our philosophy for the whole legal practice too.

“As this was a mystery shopper test, it shows every person who comes into contact with us is getting the best service possible. We believe we have set a new benchmark for member firms in the ESPC.”

ESPC use an independent consumer research agency to look at the selling process through a customer’s eye – taking in elements such as website materials, call handling and the follow-up exchanges.

Boyd Property scored top marks of 25 out of 25 for its website materials, and 75 out of 75 for the way its property team handled an inquiry call, which took in areas such as information on the market, marketing and relationship building.

Peter said: “When Boyd Property was launched in 2004, we quickly developed an impressive reputation for excellent estate agency service – we are now emerging as a major force once more, particularly in Edinburgh. This ESPC award is all down to the amazing and dedicated work of Kerry and her team.

“We have been helping people to buy and sell property for many years – and the fundamental tool we use, and which we are delighted to have acknowledged by the ESPC’s Mystery Shopper initiative, is to take time to listen to the customers’ needs and to ease the process as far as possible.”

Paul Hilton, CEO of ESPC said with competition tougher than ever, not least from web-based businesses, it is important for solicitor-estate agents to showcase the best of their services.

He said: “By providing insights into a firm’s key strengths and areas to improve on, the mystery shopper exercise equips firms with crucial insights to stay ahead of competitors, to help identify areas to improve the customer process.

“Boyd Property were the overall winners with the highest score, showcasing excellence in customer service from a seller’s journey and also the ability to go above and beyond for the consumer.”