LiFE Residential embraces transparent customer feedback with Trustpilot

London’s leading estate agency LiFE Residential has joined the globally recognised review site Trustpilot to gain valuable customer feedback from its clients. It is now easier than ever to give the company feedback, offering more potential for clients to be heard by the business. The company has created an innovative in-house review requesting and reporting application to make the review-process more personalised and easier to track.

‘Honest, straightforward feedback, whether it’s good or equally if it offers constructive advice, is all part of the process of continual improvement. We chose Trustpilot as we want to be rated not only against property companies but also against all customer service companies – after all that’s what we are doing,’ Nigel Carter, Director at LiFE, explaining why the new build specialist chose to partner with Trustpilot.

Nigel Carter

For more than 2 years LiFE Residential used property industry specific review site raterAgent as their main platform to gather customer feedback. They won the Agent of the Year 2016 National Gold Award after becoming the most successfully reviewed site on the platform. At the end of March 2017, LiFE Residential took the plunge to move from the small, solely industry-based platform that was not well-known outside the property field, to the globally recognised review platform Trustpilot.

“Our most important asset is our people. We recruit people on the basis that we are going to invest time, energy and training into them and in return we look to them to embrace our core values, which include trust, empowerment, transparency, respect, humility and integrity. The goal is to offer a service that exceeds our client’s expectations and matches not only industry standards but even established retail and hospitality standards,’ said Nigel Carter.

To successfully analyse customer feedback and meet client expectations, LiFE’s in-house Software Development and Marketing teams have created a bespoke application that integrates with Trustpilot’s API to generate invitation links. This allows LiFE employees to request feedback, giving the process a much more personal approach. As clients are asked for feedback by the staff they have personally dealt with, staff get very constructive, highly targeted feedback, which is specific to them.

LiFE’s in-house software development team has also created a review tagging and tracking system that offers a more tailored reporting experience for management – allowing the company to better monitor progress and for individuals to see how they are doing in the company.

“As a growing and successful company in a market that offers so many choices of agents, we passionately believe that by trying to be the best that we can be and by engaging with our customers’ experiences by using Trustpilot as a cornerstone, it can only be a good thing!’ said Nigel Carter.

Trustpilot is an internationally recognised cross-industry platform with over 30 million customer reviews of 170,000 businesses. Its main attraction to LiFE was that it made leaving a review easy for clients. Unlike other review platforms where clients had to set up an account to leave a review, Trustpilot offers email verification instead, making it easier for clients to give their feedback. Together with its large compliance team, Trustpilot’s automated fraud detection software perform a range of checks to ensure the integrity of reviews on the platform – a stand-out for LiFE whose core values are centred on honesty and transparency.

To see more of LiFE’s reviews, please click here:

About LiFE Residential:

Founded in 2000 by Jonathan Werth and Jason Dienaar, who together hold more than 40 years of London property experience LiFE Residential specialises in luxury newly built property. With more than 4,000 properties to offer across the capital, the company offers services in lettings, sales and property management.

One of the UK’s leading real estate agencies, LiFE Residential has 13 offices located across London, in addition to 3 international offices in Hong Kong, Singapore and Cape Town. We employ over 170 dedicated members of staff who speak over 32 languages.

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