GITNUXREPORT 2025

Customer Experience In The Real Estate Industry Statistics

Enhanced customer experience drives real estate success through personalization, digital engagement.

Jannik Lindner

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Key Statistics

Statistic 1

86% of buyers are willing to pay more for a better customer experience in real estate

Statistic 2

92% of homebuyers are more likely to buy from an agent who provides personalized service

Statistic 3

63% of consumers expect real estate agents to be available via multiple communication channels

Statistic 4

80% of homebuyers are more likely to recommend an agent who offers a seamless experience

Statistic 5

45% of clients prefer virtual tours before scheduling physical visits

Statistic 6

69% of clients are more likely to use an agent who provides detailed market insight

Statistic 7

61% of homebuyers would switch to an agent offering better digital services like online scheduling and virtual consultations

Statistic 8

67% of clients demand quick responses during their property search process

Statistic 9

50% of homebuyers reported that virtual home tours significantly influence their purchase decision

Statistic 10

90% of real estate companies prioritize improving digital customer experience to stay competitive

Statistic 11

88% of real estate professionals believe that using CRM systems enhances client relationships

Statistic 12

61% of clients prefer to communicate via email for formal updates, with 45% favoring text messages for quick questions

Statistic 13

86% of consumers expect real estate agents to provide digital resources, such as instant messaging and virtual tours

Statistic 14

69% of customers want real estate agents to offer mobile-friendly websites, ensuring accessibility on all devices

Statistic 15

81% of clients are more likely to work with an agent who provides detailed property analytics

Statistic 16

55% of buyers indicate that virtual open houses aid their decision-making process

Statistic 17

72% of real estate professionals believe that a strong online presence with positive reviews directly correlates with customer satisfaction

Statistic 18

63% of homebuyers want their agents to be proactive in suggesting properties and market opportunities

Statistic 19

49% of buyers consider virtual and augmented reality tools as essential for an engaging experience

Statistic 20

78% of real estate agents say that providing excellent customer service is key to growing their business

Statistic 21

54% of real estate professionals believe digital engagement improves customer satisfaction

Statistic 22

58% of real estate agents utilize customer feedback to refine their service strategies

Statistic 23

54% of real estate professionals feel that delivering personalized experiences increases client loyalty

Statistic 24

76% of agents have seen improved client retention after adopting new customer experience strategies

Statistic 25

54% of real estate firms report increased sales from implementing customer experience management tools

Statistic 26

55% of clients value after-sales service, such as follow-up and support, as part of their customer experience

Statistic 27

73% of homebuyers say that digital tools in the buying process improved their overall experience

Statistic 28

78% of buyers become repeat clients when satisfied with their initial experience

Statistic 29

64% of real estate agents report that their customer experience initiatives lead to increased referrals

Statistic 30

78% of clients rate their experience higher when their agent provides post-sale support, including assistance with moving and settling in

Statistic 31

66% of homebuyers research online before contacting an agent, emphasizing the importance of digital customer experience

Statistic 32

85% of real estate transactions now involve some form of virtual or digital interaction

Statistic 33

69% of homebuyers use online chat support when researching properties, emphasizing the importance of real-time digital communication

Statistic 34

45% of homebuyers use social media channels to find or verify real estate agents, highlighting the importance of social reputation

Statistic 35

65% of real estate firms have increased their customer satisfaction scores by adopting new digital tools

Statistic 36

58% of real estate companies are investing in mobile apps to enhance the customer experience

Statistic 37

65% of clients have rated trust as the most critical factor in their real estate transaction

Statistic 38

70% of homebuyers say that responsiveness from their agent impacts their overall experience

Statistic 39

49% of buyers say they would switch agents if their current agent was slow to respond

Statistic 40

90% of clients value transparency and honesty during their property purchase process

Statistic 41

73% of consumers consider their agent’s communication skills as a primary factor in their satisfaction

Statistic 42

74% of buyers said that timely updates from agents positively affected their experience

Statistic 43

88% of consumers are influenced by online reviews when choosing a real estate agent

Statistic 44

59% of real estate agents report that automating customer communication leads to higher client satisfaction

Statistic 45

77% of homebuyers feel more comfortable when their agent actively listens to their needs

Statistic 46

81% of buyers want their agent to communicate via their preferred method consistently

Statistic 47

58% of real estate clients cite clear and regular communication as the most important factor in their satisfaction

Statistic 48

83% of home sellers value transparency and honesty from their agent more than other qualities

Statistic 49

72% of clients believe that handling complaints effectively increases their trust in an agent

Statistic 50

45% of clients prefer agents who proactively update them on market changes and property status

Statistic 51

82% of prospective buyers are influenced by agent's responsiveness and availability

Statistic 52

79% of clients say they are more satisfied when their agent is transparent about fees and costs

Statistic 53

57% of homebuyers rate the clarity of communication as the most vital component of their experience

Statistic 54

84% of clients say they trust an agent more when they see transparency in marketing listings

Statistic 55

86% of clients value clear and transparent marketing about property history and pricing

Statistic 56

83% of homebuyers list better communication during negotiations as a top priority for vendor selection

Statistic 57

67% of clients believe transparency in listing conditions boosts their confidence in a deal

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Key Highlights

  • 86% of buyers are willing to pay more for a better customer experience in real estate
  • 78% of real estate agents say that providing excellent customer service is key to growing their business
  • 92% of homebuyers are more likely to buy from an agent who provides personalized service
  • 65% of clients have rated trust as the most critical factor in their real estate transaction
  • 54% of real estate professionals believe digital engagement improves customer satisfaction
  • 70% of homebuyers say that responsiveness from their agent impacts their overall experience
  • 63% of consumers expect real estate agents to be available via multiple communication channels
  • 80% of homebuyers are more likely to recommend an agent who offers a seamless experience
  • 49% of buyers say they would switch agents if their current agent was slow to respond
  • 90% of clients value transparency and honesty during their property purchase process
  • 58% of real estate agents utilize customer feedback to refine their service strategies
  • 73% of consumers consider their agent’s communication skills as a primary factor in their satisfaction
  • 66% of homebuyers research online before contacting an agent, emphasizing the importance of digital customer experience

In today’s competitive real estate market, delivering exceptional customer experience isn’t just a bonus—it’s the key to winning buyers’ hearts, boosting loyalty, and staying ahead, as over 86% of homebuyers are willing to pay more for personalized, transparent, and responsive service.

Customer Preferences and Expectations

  • 86% of buyers are willing to pay more for a better customer experience in real estate
  • 92% of homebuyers are more likely to buy from an agent who provides personalized service
  • 63% of consumers expect real estate agents to be available via multiple communication channels
  • 80% of homebuyers are more likely to recommend an agent who offers a seamless experience
  • 45% of clients prefer virtual tours before scheduling physical visits
  • 69% of clients are more likely to use an agent who provides detailed market insight
  • 61% of homebuyers would switch to an agent offering better digital services like online scheduling and virtual consultations
  • 67% of clients demand quick responses during their property search process
  • 50% of homebuyers reported that virtual home tours significantly influence their purchase decision
  • 90% of real estate companies prioritize improving digital customer experience to stay competitive
  • 88% of real estate professionals believe that using CRM systems enhances client relationships
  • 61% of clients prefer to communicate via email for formal updates, with 45% favoring text messages for quick questions
  • 86% of consumers expect real estate agents to provide digital resources, such as instant messaging and virtual tours
  • 69% of customers want real estate agents to offer mobile-friendly websites, ensuring accessibility on all devices
  • 81% of clients are more likely to work with an agent who provides detailed property analytics
  • 55% of buyers indicate that virtual open houses aid their decision-making process
  • 72% of real estate professionals believe that a strong online presence with positive reviews directly correlates with customer satisfaction
  • 63% of homebuyers want their agents to be proactive in suggesting properties and market opportunities
  • 49% of buyers consider virtual and augmented reality tools as essential for an engaging experience

Customer Preferences and Expectations Interpretation

In an industry where personal touches remain prized, a startling 86% of buyers are willing to pay more for a superior customer experience, as the digital revolution transforms real estate from handshake negotiations to virtual tours and instant messaging, making proactive, multi-channel engagement not just desirable but essential for those who wish to stay ahead.

Customer Satisfaction and Loyalty

  • 78% of real estate agents say that providing excellent customer service is key to growing their business
  • 54% of real estate professionals believe digital engagement improves customer satisfaction
  • 58% of real estate agents utilize customer feedback to refine their service strategies
  • 54% of real estate professionals feel that delivering personalized experiences increases client loyalty
  • 76% of agents have seen improved client retention after adopting new customer experience strategies
  • 54% of real estate firms report increased sales from implementing customer experience management tools
  • 55% of clients value after-sales service, such as follow-up and support, as part of their customer experience
  • 73% of homebuyers say that digital tools in the buying process improved their overall experience
  • 78% of buyers become repeat clients when satisfied with their initial experience
  • 64% of real estate agents report that their customer experience initiatives lead to increased referrals
  • 78% of clients rate their experience higher when their agent provides post-sale support, including assistance with moving and settling in

Customer Satisfaction and Loyalty Interpretation

In an industry where a satisfied client is both a loyal customer and a powerful ambassador, real estate professionals are increasingly leveraging digital tools, personalized service, and post-sale support—recognizing that exceptional customer experience not only seals deals but also turns clients into repeat buyers and enthusiastic referrers.

Digital and Online Tools Usage

  • 66% of homebuyers research online before contacting an agent, emphasizing the importance of digital customer experience
  • 85% of real estate transactions now involve some form of virtual or digital interaction
  • 69% of homebuyers use online chat support when researching properties, emphasizing the importance of real-time digital communication
  • 45% of homebuyers use social media channels to find or verify real estate agents, highlighting the importance of social reputation
  • 65% of real estate firms have increased their customer satisfaction scores by adopting new digital tools
  • 58% of real estate companies are investing in mobile apps to enhance the customer experience

Digital and Online Tools Usage Interpretation

In an industry where 66% of buyers start online and nearly half rely on social media and chat support, investing in digital tools isn't just smart—it's essential for real estate firms aiming to turn virtual browsing into real-world sales and satisfaction.

Trust, Transparency, and Communication

  • 65% of clients have rated trust as the most critical factor in their real estate transaction
  • 70% of homebuyers say that responsiveness from their agent impacts their overall experience
  • 49% of buyers say they would switch agents if their current agent was slow to respond
  • 90% of clients value transparency and honesty during their property purchase process
  • 73% of consumers consider their agent’s communication skills as a primary factor in their satisfaction
  • 74% of buyers said that timely updates from agents positively affected their experience
  • 88% of consumers are influenced by online reviews when choosing a real estate agent
  • 59% of real estate agents report that automating customer communication leads to higher client satisfaction
  • 77% of homebuyers feel more comfortable when their agent actively listens to their needs
  • 81% of buyers want their agent to communicate via their preferred method consistently
  • 58% of real estate clients cite clear and regular communication as the most important factor in their satisfaction
  • 83% of home sellers value transparency and honesty from their agent more than other qualities
  • 72% of clients believe that handling complaints effectively increases their trust in an agent
  • 45% of clients prefer agents who proactively update them on market changes and property status
  • 82% of prospective buyers are influenced by agent's responsiveness and availability
  • 79% of clients say they are more satisfied when their agent is transparent about fees and costs
  • 57% of homebuyers rate the clarity of communication as the most vital component of their experience
  • 84% of clients say they trust an agent more when they see transparency in marketing listings
  • 86% of clients value clear and transparent marketing about property history and pricing
  • 83% of homebuyers list better communication during negotiations as a top priority for vendor selection
  • 67% of clients believe transparency in listing conditions boosts their confidence in a deal

Trust, Transparency, and Communication Interpretation

In the competitive landscape of real estate, trust, responsiveness, and transparency—supported by clear communication—are not just virtues but the very currency that turns prospective clients into loyal buyers and sellers.