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 In Lifestyle, Lifestyle Property Management

Property Management:

Results of our Owner Survey

At Marshall White, customer service is our absolute highest priority. We recently sent out a survey to all of our owners to find out how we’re doing directly from you.

At Marshall White, customer service is our absolute highest priority. We recently sent out a survey to all of our owners to find out how we’re doing directly from you. Thank you to everyone who took the time to answer the survey, your feedback is immensely valuable to us.

The purpose of the survey was to assess how happy our owners are with our service in a number of areas. The questions covered our general level of service, the timeliness of our response to maintenance requests, our COVID response, the breadth of our service offering and whether our owners would be likely to recommend us to their friends and family.

Overall, we were delighted with your responses. The data showed that the absolute majority of our owners were very happy with our level of service in all areas.

We first asked the level of service provided by our Property Management, Leasing and Business Development teams. 85 per cent of respondents said the service provided by the Leasing team was either high or very high, 80 per cent said the Property Management team’s service was high or very high. The majority of respondents also praised our Business Development team, with over half the responses being high or very high.

When we asked which of our services could be improved upon, the most popular response was ‘nothing to improve on’, with almost 35 per cent of respondents giving this answer. Several respondents took the time to provide additional written feedback to this question, which our team is incorporating into our strategic plan for 2021

We also assessed our team’s management of maintenance requests. Almost 90 per cent of responses said that our management of maintenance was timely and efficient, which is a very pleasing response, particularly in a year where allowing tradespeople access to properties was often a logistical challenge.

Overall, we were delighted with your responses. The data showed that the absolute majority of our owners were very happy with our level of service in all areas.

This year was a challenging time in property management, as our usual methods of conducting business were interrupted by coronavirus restrictions. We asked how you felt we handled communication during the pandemic. The majority of responses indicated our communication with owners remained strong, with nearly 80 per cent of respondents saying communication was handled either ‘extremely well’ or ‘very well’, and nearly 80 per cent of respondents again saying we were either ‘extremely responsive’ or ‘very responsive’ while working remotely.

We’re mindful that our owners have a selection of agencies they could lease their properties through, and some owners may have multiple properties with different agencies. We asked those owners what services other agencies provided better than us and a majority of owners said there were no services performed better by other agencies, and that they would consider having Marshall White leasing and managing these additional properties.

A majority of respondents stated they would recommend our services to their friends and family. Our clients are our greatest strength, and we are honoured to hear that you would encourage your loved ones to trust us with their properties.

Once again, we would like to thank all of our owners who participated in the survey. We wish you all a happy Christmas and hope you enjoy your holiday break.

If you have any queries regarding property management or leasing, please contact the Marshall White Property Management Team who will be happy to assist. For more information contact us on (03) 9822 8711.

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