Exceptional customer service
Over the last 12 years we have built a business that is focused on high quality advice and customer service. We take a whole-team-approach to helping our clients and building strong relationships with lenders. We do this by hiring exceptional people and investing in them for the long-term.
During 2019, Knight Frank has delivered a programme of Customer Service training to all staff (called CX121) which has seen us win 4 gold awards and 1 bronze at the UK Customer Experience Awards on 10th October. We beat industry giants such as Sky, Direct Line, Formula One and Three, achieving:
- Winner – Customer Experience Training Award
- Winner – Employees at the Heart of Everything Award
- Winner – Customer at the Heart of Everything Award
- Winner – Customer at the Heart of Everything for the Professional Services Industry Award
- Bronze – Team of the Year Award
Exceptional customer experience is at the centre of what we do, and the 187 Five Star Google Reviews for our London and Esher Teams are testament to that. Many of them highlight the personal service provided by individual brokers:
‘Harry Persey has been my financial adviser for the past 3yrs. For the second time now Harry has been able to seek out the best mortgage deal for us. On both occasions they been complicated by the nature of our circumstances…I look forward to employing Harry again in 5yrs.’ Simon Williams
‘We used Knight Frank (specifically Andrew Johnson) in order to get a mortgage where others had failed. It was extremely difficult due to the special circumstances we had, however Andrew was amazing. He was in daily communications with us, keeping us up to date with the progress. He found us a great deal with a low interest rate, where others had said it was impossible.’ Michael Burton
A new look and feel
In the last 12 months, we launched a new website and brand, to better communicate with our customers about what we do and how we can help them. We’ve also adopted new tone of voice guidelines across the firm, ensuring that we are clear, personal and authentic in all of our written communication to customers. Leads from our website have increased by 100% quarter-on-quarter since launch in October 2018.
New service lines
We’ve developed new, specialist service lines including our Later Life Finance service for homeowners aged over 55, advising on Equity Release, Lifetime Mortgages and Retirement Mortgages, and our Agri Finance service specifically for rural business owners. Operating overseas, we also support international customers looking to invest in the UK, and UK residents buying abroad. This has seen us develop new relationships with lenders via our specialist team and Private Office, making us a truly whole-of-market broker.
We now help thousands of people every year with their personal and business finance needs, and aim to keep building our service, with an ongoing commitment to brilliant customer experience and quality introductions to lenders.