Maze helped Your Move, the UK’s largest estate agency brand deliver market leading customer service, change behaviours and drive improved financial results.
Your Move, the UK’s largest estate agency brand has over 280 branches spanning Elgin to Penzance.
People are focused and passionate
Your Move seek to gain market advantage by getting closer to the customer to really understand the customer’s perception of their service and how they could improve it.
“One of our goals is to achieve a high and consistent level of customer service and gain the necessary insights to improve business performance”, says Louise Hudson, Marketing Director.
Your Move has a set of brand values underpinning a passion for customer service and being the most professional and helpful estate agency in the UK.
“The direct feedback we’ve received from customers has enabled us to react quickly when appropriate and also praise our staff and positively reinforce their great work with our customers”, Ross Edwards, Area Director, Your Move.
Why Your Move partnered with Maze
Jonathan Mackey, LSL’s Customer Understanding & Insight Manager explains why Your Move decided to partner with Maze, “a combination of reasons persuaded us: one key area was the requirement to have real-time feedback from customers at different touch points.
Other important aspects were value for money and a demonstrable approach to return-on-investment and finally, Maze has a great track record in the estate agency sector in the UK and across Scandinavia.
“The way customers select estate agencies is changing so we needed a mechanism to gain high quality insight across all our customer journeys. Maze provides that immediate insight and the ability to change behaviours across a large organisation.” Jon Cooke, Managing Director, Your Move
Conversion Rates have improved
Chris Campbell further adds, “Maze is a key component of our management processes and is reviewed daily as well as forming part of senior management meetings to identify best practices and trends across the region. We were keen to see if Maze would help us increase our conversion rate – and it has”.
Jonathan Mackey explains;
“Your Move wanted to gain more listings following the valuation appointment with the customer, which ultimately means an improvement in conversion rates. We have shown a direct correlation with conversion rate increase and the use of Maze.”
Maze has enabled an open channel for communication between Your Move’s customers and its branch staff. Through Maze, customers are invited to provide fact based, unfiltered feedback that goes straight back to the branch staff and is available for best practice sharing and learning across the business.
Your Move determined key customer engagement points to build into Maze to cover residential and lettings valuation and also how they performed after 6-8 weeks following a successful listing.
“Maze is a key component of our overall customer proposition. Customers really feel valued by our openness to gain their objective and honest feedback. We have proven in our industry that you can react quickly to this feedback which in turn leads to better business”, says Ross Edwards.
“Maze has been brilliant for the Valuation Managers, it’s given them a real lift”, says Peter Murphy, Branch Manager Your Move.
Maze is underpinned by the latest technology. “The ability to be able to quickly design, build, operate and roll-out quickly has been very impressive,” says Jonathan Mackey.
“Maze has the flexibility to be tailored to our needs and we were up and running in a matter of weeks. I would describe Maze as a straight-forward organisation who are easy to work with.”
“The fact is, we have improved our conversion rates and also proven that what may sometimes be considered the softer aspects of our process can, if correctly harnessed and reinforced, lead to improved financial results”.