Almost eight in ten sellers who went on to sign up with online agent eMoov looked up the firm on a review site first.
eMoov conducted a survey asking over 2,000 of their sellers how they had heard about the company.
Almost one third (29%) cited word of mouth while in total, 78% of sellers checked out the agent via a site such as TrustPilot or allAgents.
In other high value purchase decisions, 62% of respondents said that they trust friends’ recommendations, while 58% trust a review site in such decisions.
eMoov CEO Russell Quirk said: “The former pillar of the estate agents’ window, that the high street still cling to in terms of providing a competitive advantage over the online sector, is no longer an effective medium from which to secure a customer.
“Many companies claim they have great customer service, but under closer scrutiny they often fall at the first hurdle. It isn’t about fabricated reviews and having shiny review site logos on your home page.
“It’s a culture that starts at the top of the company and flows downward. When done properly, it not only results in happy customers but repeated and ongoing business.
“Vitally, a genuine approach to great customer service ensures lower acquisition costs and far better unit economics. In contrast, some of our competitors are realising that no matter how much money they throw at marketing, if your reviews are poor, potential clients won’t be persuaded to transact.
“Treating people fairly, providing a great service and truly committing to outstanding customer service is far more cost-effective than any marketing or advertising activity.”