Property agent client satisfaction hits record high in 2024

Agents who interact directly with clients give a more favourable impression.

More than four in five property consumers were satisfied with the services provided by property agents, according to the 2024 Public Perception Survey (PPS) conducted by the Council for Estate Agencies (CEA)

This was the highest since the survey was first conducted in 2012.

When asked to rate the level of professionalism of property agents based on five attributes – namely, Knowledgeable, Provides Good Quality Service, Competent, Trustworthy and Ethical – a higher percentage of consumers indicated positive ratings of property agents, as compared to potential consumers. This suggests that direct interactions provided consumers with a more favourable impression of property agents and their role in a property transaction.

45% of consumers said they prefer transacting with property agents because property transactions were faster through the agent’s contacts and networks. 44% found it helpful to have assistance with procedures and paperwork, whilst 52% were able to secure better property prices or rent through an agent.

Meanwhile, 79% of consumers were aware that agent commission is negotiable, with 85% negotiating the commission to be paid. 82% of consumers were aware that they are encouraged to sign a CEA Prescribed Estate Agency Agreement (EAA) for residential transactions, whilst 88% of consumers were asked to sign the agreement, with 65% amongst these consumers being asked to do so before the property agent commenced work.