ONLINE customer review specialist, feefo.com, has been chosen by Romans estate and lettings agents to collect feedback on the service provided to customers.

In the past six months over 300 customers have left independent feedback for Romans, which has an office in Winton Square, in Basingstoke, via feefo, and 96 per cent of them have rated the service as good or excellent.

Peter Loverdos, group operations director at Romans, said: “We’re delighted with the 96 per cent rating that we have achieved.

“It clearly reflects the investment and focus we place on delivering a quality experience for our customers.”

He said all Romans’ branch managers are committed to reading the customer reviews and getting to the bottom of any negative feedback.

The agency is very aware that in an emotional transaction, such as buying a house, things can go wrong, but their ongoing aim has always been to put their customers first.

Mr Loverdos said: “Buying, selling and letting are complicated processes and involve many different parties which increases the potential for problems.

“The whole process needs to be managed by knowledgeable, experienced people and that is where Romans’ 26 years’ experience adds value for our customers.

“But it does not stop there. It’s an iterative process – in order to deliver a better service you need to listen to what your customers are saying and distil this information to build the quality of the experience.

“Feefo enables us to have that visibility. It gives us the candid feedback we need in order to continually fine-tune our business.”