Because the ESTAS Customer Review Platform powers The ESTAS Customer Service Awards ...

... we have some simple rules for generating customer reviews.  Please read below the section which is relevant to your business.

Agents - Conditions of eligibility for the awards

  1. SIGN UP is open to all estate & letting agents in the British Isles with a single office or multiple offices.
  2. Agency firms who wish to be considered for the ESTAS Awards each October must have been trading for at least 12 months prior.
  3. Agency firms who wish to be considered for the ESTAS Awards must have an active subscription at the time of the awards.
  4. Online agents must prove they have national coverage to enter the National Online Agent category only – please contact us for more information.
  5. The window for reviews for the ESTAS Awards each October closes on 28th February prior.
 

Conditions for Agent Reviews

  1. For the Best Estate Agent category, all sellers & buyers who have completed on a sale from 1st March 2022 up to 28th February 2023 can submit a review (1 review per transaction).
  2. For the Best Letting Agent (rated by landlords) all landlords who the agent worked for from 1st March 2022 up to 28th February 2023 can submit a review (1 review per property).
  3. For the Best Letting Agent (rated by tenants) all tenants who have rented for a minimum 2 month period from 1st March 2022 up to 28th February 2023 can submit a review.
  4. New property developers can complete ONE seller review rating the agent’s service for each properties sold from1st March 2022 up to 28th February 2023.
  5. Sellers and buyers of properties sold at auction may submit a review.
  6. Reviews must be completed by the client NOT by the agent on their behalf - there is no exception to this rule.
  7. Clients must not be influenced by the agent before or whilst completing the review.
  8. Reviews may NOT be completed over the phone by agents on behalf of clients.
  9. Agent devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  10. Members of staff AND ex-staff of an agency may not complete a review as sellers, buyers, landlords or a tenant of their own agency or another branch of that agency.
  11. Any family member or relative of agency staff (including spouse/partner) are not allowed to complete a review on behalf of the agency that the relative works for.
  12. New members of staff (who have accepted a position at the agency but not yet started) who are a client of the agency may NOT complete a review.
  13. Reviews completed without valid contact details will be deleted.
  14. Agents may offer their own incentive to clients to complete a review.
  15. HOWEVER, the incentive cannot be related to the score to be given by the client.
  16. Agents must not influence the client in anyway on how their service is rated ie. they should not ask the client to give them an ‘amazing’ or ‘excellent’ review. If we are informed by clients that an agent is asking for or offering an incentive for ‘excellent’ or 'amazing' reviews that agent will be disqualified.
  17. Reviews must be completed and received by 12 midnight on 28th February 2023.
 

Agent Scoring

  1. Agents taking part in the SALES (rated by Sellers and Buyers) category must have a minimum of 15 reviews completed to be eligible for the shortlisted stage of the competition.
  2. Agents taking part in the LETTINGS (rated by Landlords) category must have a minimum of 15 reviews completed to be eligible for the shortlisted stage of the competition.
  3. Agents taking part in the LETTINGS (rated by Tenants) category must have a minimum of 15 reviews completed to be eligible for the shortlisted stage of the competition.
  4. Scores for each office are based on an average score basis. Final scores are weighted according to the number of reviews completed.
  5. Score for the Best Local Chain category (2-5 offices), minimum entry 2 high street offices, is based on final scores from the top 2 offices.
  6. Score for the Best Regional Chain category (6-20 offices), minimum entry 6 high street offices, is based on the final score from the top 6 offices.
  7. Score for the Best National Chain category (21+ offices), minimum entry 21 high street offices, is based on the final score from the top 21 offices. 

ESTAS Algorithm applied for the Awards

The ESTAS Algorithm is made up of 2 main factors during each award review period;

Firstly the Average % Customer Service Rating achieved;
Every review (5 questions) left by a customer generates a customer service rating up to 100%.
The average % rating is calculated by dividing the total service ratings by the number of reviews received.

Secondly the Frequency of Reviews received;
The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription.

The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the review period of 1 March to 28 February.
For the 2023 Awards customers who have completed a transaction in the period 1st January 2022 to 31st December 2022 may complete an ESTAS review.

The ESTAS Group Ltd reserve the right to disqualify any agent who does not abide by the above rules.

 
NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however, if you do win an award and are not at the ceremony to collect your trophy an administration charge from £299 + vat (costs will increase based on amount of awards won) will apply.  Your award/trophy will be sent in the post and your winners marketing pack will be emailed to you along with the invoice for payment.  Should you not wish to partake in the awards you must notify us in writing a minimum of 3 months prior to the event.
 

Mortgage Brokers - Conditions of eligibility for the awards

  1. SIGN UP is open to all independent mortgage advisers & mortgage broker firms in the UK.
  2. Brokers and advisers who wish to be considered for the ESTAS awards each October must have been trading for at least 12 months prior.
  3. Brokers and advisers who wish to be considered for the ESTAS awards each October must have an active subscription at the time of the awards.
  4. Firms operating in a specific geographical area will be eligible for the Regional Mortgage Broker Category.
  5. Firms operating nationally will be eligible for the National Mortgage Broker Category.
  6. The window for reviews for the ESTAS Awards each October closes on 28th February prior.

Conditions of Mortgage Broker Reviews

  1. Only clients you have completed a successful mortgage application for from 1st March 2021 up to 28th February 2022 may submit a review.
  2. Clients may only submit 1 review for each successful mortgage application.
  3. Members of staff AND ex-staff of an adviser/broker may not submit a review for the same adviser/broker.
  4. New members of staff (who have accepted a position at the adviser/broker but not yet started) who are a client of the adviser/broker may NOT submit a review.
  5. Immediate relatives of adviser/broker staff (spouse, partner, parents or children) are not allowed to complete a review on behalf of the adviser/broker that the relative works for.
  6. Reviews must be completed and received by midnight on 28th February 2022.
  7. Reviews must be completed by the client NOT by the adviser/broker on their behalf.
  8. Clients must not be influenced by the adviser/broker while completing their review.
  9. Reviews may NOT be completed over the phone by adviser/brokers on behalf of clients.
  10. Advisers/brokers devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  11. Reviews completed without valid contact details may be deleted.

 

Broker Scoring

  1. Regional Adviser/Broker firms taking part must have a minimum of 15 reviews completed by clients.
  2. National Adviser/Broker firms taking part must have a minimum of 50 reviews completed by clients.
  3. The FINAL SCORE for each adviser/broker will be calculated by taking the Average % Score and weighting this by the % Bonus achieved – determined by the total reviews received.

 

ESTAS Algorithm applied for the Awards

The ESTAS Algorithm is made up of 2 main factors during each award review period;

Firstly the Average % Customer Service Rating achieved;
Every review (5 questions) left by a customer generates a customer service rating up to 100%.
The average % rating is calculated by dividing the total service ratings by the number of reviews received.

Secondly the Frequency of Reviews received;
The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription.

The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the review period of 1 March to 28 February.
For the 2023 Awards customers who have completed a transaction in the period 1st January 2022 to 31st December 2022 may complete an ESTAS review.

 

The ESTAS Group Ltd reserve the right to disqualify any adviser/broker who does not abide by the above rules.

NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however, if you do win an award and are not at the ceremony to collect your trophy an administration charge from £299 + vat (costs will increase based on amount of awards won) will apply.  Your award/trophy will be sent in the post and your winners marketing pack will be emailed to you along with the invoice for payment.  Should you not wish to partake in the awards you must notify us in writing a minimum of 3 months prior to the event.

Conveyancers - Conditions of eligibility for the awards

  1. SIGN UP is open to all conveyancing firms in the UK.
  2. Conveyancing firms who wish to be considered for the ESTAS Awards each October must have been trading for at least 12 months prior.
  3. Conveyancing firms who wish to be considered for the ESTAS Awards must have an active subscription at the time of the awards.
  4. Firms/branches operating in a specific geographical area will be eligible for the Regional Conveyancer Category.
  5. Firms with 2 to 5 branches will be eligible for the Best Local Group (min. entry 2 branches)
  6. Firms with 6 to 20 branches will be eligible for the Best Regional Group (min. entry 6 branches)
  7. Firms who offer a national service will be eligible for the National Conveyancer Category.
  8. The window for reviews for the ESTAS Awards each October closes on 28th February prior.

Conditions for Completing Reviews

  1. All clients you have completed the conveyancing for a residential sale, purchase, remortgage or equity release from 1st March 2021 up to 28th February 2022 are eligible to submit a review. 
  2. Clients may only submit 1 review per transaction - once completion has been confirmed.
  3. Members of staff AND ex staff may not complete a review for the same firm.
  4. New members of staff (who have accepted a position at the firm but not yet started) who are a client of the firm may NOT submit a review.
  5. Immediate relatives of staff (spouse, partner, parents or children) are not allowed to complete a review of behalf of the firm that the relative works for.
  6. Reviews must be completed by midnight on 28th February 2022. 
  7. Reviews are CONFIDENTIAL and therefore must be completed by the client NOT by a staff member at the conveyancing firm on their behalf.
  8. Clients must not be influenced by the conveyancing firm while completing the review.
  9. Reviews may not be completed over the phone by staff on behalf of clients.
  10. Reviews cannot be completed by clients in branch (our voting system tracks IP addresses).
  11. Reviews completed without valid contact details may be deleted.

Conveyancer Scoring

  1. Local/regional firms taking part must have a minimum of 15 reviews completed by clients for each branch taking part. 
  2. National firms taking part must have a minimum of 50 reviews completed by clients.

ESTAS Algorithm applied for the Awards

The ESTAS Algorithm is made up of 2 main factors during each award review period;

Firstly the Average % Customer Service Rating achieved;
Every review (5 questions) left by a customer generates a customer service rating up to 100%.
The average % rating is calculated by dividing the total service ratings by the number of reviews received.

Secondly the Frequency of Reviews received;
The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription.

The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the review period of 1 March to 28 February.
For the 2023 Awards customers who have completed a transaction in the period 1st January 2022 to 31st December 2022 may complete an ESTAS review.

 

The vote audit process will apply to agents, suppliers, advisers & conveyancers as follows:-

  1. Each firm taking part must inform us of any duplicate reviews or rogue reviews (names that are not recognisable as one of your clients). 
  2. Random auditing will take place throughout the competition.
  3. Any reviews without a valid phone number will be deleted.
  4. If phone numbers are unobtainable or related to the firm in question you will be disqualified.
  5. Company devices (computers, tablets or phones) CANNOT be used to submit a review by a client.

 

NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however, if you do win an award and are not at the ceremony to collect your trophy an administration charge from £299 + vat (costs will increase based on amount of awards won) will apply.  Your award/trophy will be sent in the post and your winners marketing pack will be emailed to you along with the invoice for payment.  Should you not wish to partake in the awards you must notify us in writing a minimum of 3 months prior to the event.

 

The ESTAS Group Ltd reserve the right to disqualify any agent/mortgage adviser/conveyancer/supplier who does not abide by the above rules.

 

 

Suppliers - Conditions of eligibility for the awards

  1. Only suppliers who’s core business is working for the residential property industry may enter the competition.
  2. Supplier firms who wish to be considered for The ESTAS Awards each October must have been trading for at least 12 months prior.
  3. Supplier firms who wish to be considered for The ESTAS Awards must have an active subscription at the time of the awards.
  4. The deadline for reviews for the ESTAS Awards each October closes on 28th February prior.
  5. Only clients who have worked with the supplier recently (in the 12 month period prior to the 28th February review deadline for the current awards) can submit a review.
  6. Only client staff who work directly with the supplier firm may submit a review.
  7. Suppliers must receive a minimum of 30 reviews completed to be eligible for the shortlist phase.
  8. Telephone votes are not permitted.
  9. Supplier devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  10. Members of staff from a supplier firm taking part in the competition, who use the same supplier services, cannot submit a review.
  11. A review audit will take place after voting has closed.
  12. During the review audit spot checks on voters will be made. If contact details are not valid a firm may be disqualified

ESTAS Algorithm applied for the Awards

The ESTAS Algorithm is made up of 2 main factors during each award review period;

Firstly the Average % Customer Service Rating achieved;
Every review (5 questions) left by a customer generates a customer service rating up to 100%.
The average % rating is calculated by dividing the total service ratings by the number of reviews received.

Secondly the Frequency of Reviews received;
The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription.

The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the review period of 1 March to 28 February.
For the 2023 Awards customers who have completed a transaction in the period 1st January 2022 to 31st December 2022 may complete an ESTAS review.

 

The ESTAS Group Ltd reserve the right to disqualify any supplier who does not abide by the above rules.

NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however, if you do win an award and are not at the ceremony to collect your trophy an administration charge from £299 + vat (costs will increase based on amount of awards won) will apply.  Your award/trophy will be sent in the post and your winners marketing pack will be emailed to you along with the invoice for payment.  Should you not wish to partake in the awards you must notify us in writing a minimum of 3 months prior to the event.

These are the minimum number of reviews that need to be on your ESTAS dashboard for that specific award year when the review window closes, this occurs at midnight on 28th February each year.
Please ensure that you read and understand the full rules of the competition in the relevant section above for your category to ensure that your reviews sit within the requirements.

Agents – Sales (rated by Sellers & Buyers)

•  A minimum of 15 reviews (combined)

Agents – Lettings (rated by Landlords)

•  A minimum of 15 reviews

Agents – Lettings (rated by Tenants)

•  A minimum of 15 reviews

Online Agents – Sales, Lettings (rated by Landlords), Lettings (rated by Tenants)

• A minimum of 50 reviews in each category

Conveyancers – Local/regional firms

•  A minimum of 15 reviews

Conveyancers – National firms

• A minimum of 50 reviews

Mortgage Advisers – Regional firms

• A minimum of 15 reviews

Mortgage Advisers – National firms

• A minimum of 50 reviews

Suppliers

• A minimum of 30 reviews

 

NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however, if you do win an award and are not at the ceremony to collect your trophy an administration charge from £299 + vat (costs will increase based on amount of awards won) will apply.  Your award/trophy will be sent in the post and your winners marketing pack will be emailed to you along with the invoice for payment.  Should you not wish to partake in the awards you must notify us in writing a minimum of 3 months prior to the event.


 
 
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