The latest survey by the Council for Estate Agencies (CEA) highlights a significant rise in satisfaction with property agents in Singapore, with 92% of consumers expressing contentment with their agents’ services, the highest level recorded since 2012. This marks a substantial leap from 77% in 2021, showing that trust and confidence in real estate professionals are on the rise.
About the Survey
- Duration & Sample: The online study, conducted between October and November 2024, involved 1,004 recent clients and 505 individuals intending to engage an agent in the next two years.
- Industry Snapshot: As of January 1, 2025, Singapore had a record 36,058 registered property agents, an indicator of the sector’s growth and the increasing satisfaction with property agents in Singapore.
Why Consumers Engage Property Agents
The boost in satisfaction with property agents in Singapore is backed by practical reasons:
- Faster transactions through agent networks — 45% cited this benefit.
- Help with paperwork and processes — 44% appreciated the assistance.
- Better price or rent outcomes — 42% relied on agents’ negotiation expertise.
What Builds Consumer Satisfaction
Key criteria that influence satisfaction with property agents in Singapore include:
- Agent and agency reputation — 45%.
- Positive online reviews — 44%.
- Recommendations from trusted contacts — 43%.
These factors help consumers feel confident in their choice and lead to more rewarding experiences.
Transparency & Agreements
A transparent process is central to consumer trust:
- 79% of consumers knew that commissions are negotiable, and 85% actively negotiated.
- 82% understood the importance of Estate Agency Agreements (EAAs), and 65% signed them before engaging an agent, further reinforcing satisfaction with property agents in Singapore through informed decisions.
Areas to Improve
Even with high satisfaction with property agents in Singapore, consumers highlighted some areas needing attention:
- Personalized advice — 43%.
- Compliance and professionalism — 40%.
- Negotiation effectiveness — 38%.
CEA’s Project ADEPT, launched in 2021, aims to tackle these through targeted agent development.
Digital Shifts in the Industry
Tech adoption is enhancing the satisfaction with property agents in Singapore:
- Agents now use digital tools for listings, paperwork, and analytics.
- Over 180 agencies have joined the SMEs Go Digital Programme, modernizing their operations and increasing efficiency.
Trust, Safety & Standards
- 74% of consumers say agents should complete at least one transaction yearly.
- 70% use the CEA Public Register to verify credentials, ensuring satisfaction with property agents in Singapore is built on trust and authenticity.
Industry Consolidation for the Future
The merger between the Singapore Estate Agents Association and the Institute of Estate Agents is set to form the Singapore Institute of Estate Agents, a new body aiming to unify standards and further enhance satisfaction with property agents in Singapore.
High satisfaction with property agents in Singapore is a clear signal that the industry is progressing in the right direction. With ongoing training, technological upgrades, and consumer education, Singapore’s property agents are better equipped than ever to deliver top-tier service.
