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Boyd Property wins ESPC AWARD for Best Customer Service


It’s official…Boyd Property is the best in the business when it comes to helping customers to sell a house.

We scooped the highly prized award for providing the best customer service out of all the 140 solicitor and estate agents in the ESPC.

Our amazing team scored 133 out of 135 in the ESPC’s 2017 independent Mystery Shopper Programme – the highest overall score achieved in the challenge.


Managing Director Peter Boyd said with customers rightly having massive expectations when it comes to a property sale, the need for great customer service has never been more important.

Peter said: “This award tells us that 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.

“And as this was a mystery shopper test, it shows that every person who comes into contact with Boyd Property is getting the best service possible. That means getting key advice on important matters that can influence a sale, such as the market conditions, marketing and how you follow up on a potential buyers’ interest.

“We believe we have set a new benchmark for member firms in the ESPC to match.”

ESPC use 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.

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.

“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.” 

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. It only dropped two points in the ‘follow up e mail’ test scoring 33 out of 35.

The success further cements the resurgence of firm’s residential property division which has been driven by the key appointment of Property Sales Director Kerry Wells and the acquisition Fife-based firm Gibson & Spears, Dow & Son.

Kerry, who has 20 years of experience in estate agency and a reputation for not only raising brand awareness but also improving service levels, has repeatedly won Best Estate Agent of the Year for Customer Service at www.allagents.co.uk’s People Awards.

Peter added: “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.

“In short, if anyone is looking to sell their property – they now know where to go for the best possible service and attention.”


Issued on behalf of Boyd Legal by Holyrood Partnership. For more information, contact 0131 561 2244 or info@holyroodpr.co.uk


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