Home sellers have a 24-hour patience threshold
Survey shows that the age of instant communication has reached estate agencies
New research from Street Group suggests Britain’s home sellers have developed a “24-hour patience threshold”, with the vast majority expecting estate agents to respond, provide updates or take action within a day at virtually every stage of the sales process.
The survey of 1,830 current and recent home sellers found that expectations for fast communication now extend far beyond the initial enquiry stage. Whether waiting for viewing feedback, updates on buyer interest, news of an offer or answers to questions once a sale has been agreed, most sellers expect to hear from their agent within 24 hours, and often much sooner.
The findings suggest estate agents are increasingly being judged against the communication standards consumers experience elsewhere in their lives, where rapid responses and real-time updates have become the norm.
At the very beginning of the process, 85% of sellers said they would expect an estate agent to respond to an enquiry about selling their home within 24 hours. One in five believe anything longer than four hours is too slow, while only 4% think waiting more than two working days is acceptable.
While sellers are willing to allow slightly longer for valuation appointments to be arranged, patience remains limited. Nearly nine in ten expect an appointment to be organised within five working days, while only 16% are willing to wait a full week and just 1% would accept waiting longer.
The demand for prompt communication continues once a property is on the market. Almost eight in ten sellers (79%) expect feedback following a viewing within 24 hours, including 12% who expect it within four hours.
When a prospective buyer expresses interest or asks questions about a property, more than four in five sellers (82%) expect to be updated within 24 hours. Almost a third (30%) believe that update should come within the hour.
Expectations become even more demanding when an offer is received. More than three in five sellers (63%) expect to be informed immediately or within an hour, while 96% expect to hear about an offer on the same day.
Regular communication is also a priority during negotiations. More than a third of sellers (35%) expect updates at least once a day, including 9% who want multiple updates per day. A further quarter are happy with updates every two to three days, while just under a quarter only want to hear when there has been significant progress.
Even after a sale has been agreed, sellers still expect swift responses. More than six in ten (63%) expect answers to questions or requests for updates within the same working day, while 85% expect a response within 24 hours.
Heather Staff, Co-Founder of Street Group, commented:
“The data paints a very clear picture. Sellers increasingly expect estate agents to operate on a same-day timescale.
Across almost every stage of the sales journey, the expectation is that communication happens within 24 hours. In many cases, sellers want updates within just a few hours.
These expectations have been shaped by the wider digital experiences people have in their everyday lives. Consumers are used to receiving instant confirmations, real-time notifications and rapid responses from the businesses they interact with.
For agents, delivering that level of service consistently can be challenging when teams are managing multiple transactions and competing priorities. However, communication has become a key part of the customer experience and a major factor in building trust.
The agencies that embrace technology to streamline workflows, automate routine tasks and keep clients informed throughout the process will be best placed to meet rising expectations and differentiate themselves in an increasingly competitive market.”
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