Survey highlights communication gap between conveyancers and their clients


Bullion: Service has evolved

Almost half of conveyancing clients complain of a lack of communication during the process, while two-thirds of conveyancers believe they keep consumers fully informed, a survey has found.

Some conveyancers are finding ways of bridging the gap, with the proportion using online portals growing from 4% to 15% in three years, and the share of consumers receiving texts or instant messages rising from 6% to 11%.

However, a majority of home-movers (55%) were left frustrated by a lack of control in the conveyancing process, according to a survey of 1,000 UK consumers by conveyancing software company InfoTrack.

Nearly half of them (47%) wanted “regular digital communications” from their conveyancers, while more than a third (36%) also stated they would like the ability to track the progress of their transactions, including searches.

Nevertheless, once the ordeal was over, 86% of consumers agreed that their conveyancer at least did what they expected him or her to do.

Adam Bullion, general manager of marketing at InfoTrack, said the underlying issue was the way the word ‘service’ had changed.

“Conveyancers may see service as a phone call to their client every day, or two days, but the word ‘service’ has evolved.

“It’s not about getting something to the client as quickly as possible any more but managing client expectations, and especially access to real time information when they want it. This is what service has become.

“Conveyancers need to be more open-minded about using technology, whether in producing case management updates or offering quotes very quickly.”

Mr Bullion said research had shown that 60% of home-movers went with the first quote they received, but some would pay a premium for a better level of service.

“Our biggest problem is the aversion of conveyancers to change. They’re often too busy to think about it.”

Scott Bozinis, chief executive of InfoTrack, added: “In a world where you can control your entire home from a smartphone, there is a need for conveyancers to use digital technologies to reshape how they work and how they engage with clients.

“This isn’t about changing the process, but about meeting the expectations of today’s mover and reaping the rewards of increased satisfaction.”




    Readers Comments

  • Rob Hosier says:

    Good article and even though I don’t like to admit it, sometimes as Conveyancers, we have a different opinion of service to our clients. Anything that can improve service has to be a good thing! (Cheeky nod to my present role).

  • Simon Wood says:

    Great article by Adam, portal provision isn’t a new concept, tm group have been providing technology that links estate agents, conveyancers, and home movers for years. Consumer portal usage is actually lower than stats suggest is demanded, but it is definitely a growing trend conveyancers need to consider for a service, efficiency and security angle. Good job Adam.


Leave a Comment

By clicking Submit you consent to Legal Futures storing your personal data and confirm you have read our Privacy Policy and section 5 of our Terms & Conditions which deals with user-generated content. All comments will be moderated before posting.

Required fields are marked *
Email address will not be published.

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Blog


The rise of zero-click searches: how to ensure your content is seen

Gone are the days when simply filling your written content with keywords would see returns. The bar for content has been raised and significantly so.


The FCA is trying to get to grips with motor finance mis-selling

The FCA will be urging the Supreme Court to move as quickly as possible in relation to a key ruling on motor finance. The regulator is taking an active approach to this important issue.


Embracing AI: The future of law firms

AI is set to fundamentally change how law firms operate, bringing about new efficiencies, enhancing strategic insights, and ultimately transforming the way legal services are delivered.


Loading animation