Boyd Legal takes ESPC customer service award

Boyd Legal has claimed the title for best customer service of the 140 solicitor and estate agent firms in the Edinburgh Solicitors Property Centre.

The firm's Boyd Property division achieved the highest overall score of the firms who took part in ESPC’s 2017 independent Mystery Shopper Programme, achieving 133 out of a possible 135.

It scored top marks for its website materials, and for the way its property team handled an inquiry call, including areas such as information on the market, marketing and relationship building. It only dropped two points in the "follow up email" test.

ESPC uses an independent consumer research agency to conduct a mystery shopper experience 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.

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

He commented: "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.

"This year, Boyd Property were the overall winners with the highest score for the ESPC mystery shopper programme, showcasing excellence in customer service from a seller’s journey and also the ability to go above and beyond for the consumer."