The Secret Sauce: how the UK's most Trusted Agents actually earn their reviews

Section A · The daily practice

1. Name 3 things you do to nurture reviews.

Fill in as many as apply. All optional.

2. Which platforms do you ask for reviews on?

3. Do you prefer one platform or spread across multiple? Why?

0/500

4. Do you ask every client, or cherry-pick?

Every client Cherry-pick Varies by department Other, please explain

5. At which stage(s) do you ask?

6. Do you have review email requests automated?

No Yes - via our email platform Yes - via our CRM software Yes - both

7. How quickly do you aim to reply to reviews?

8. Standard template response or custom reply per review?

Always custom Mostly custom Templated for positives, custom for negatives Mostly templated Always templated

Section B · How it's set up

9. Sales and lettings reviews: separated on the platforms, or together?

Combined Separated N/A, single department Other

10. Do you use any review & reputation software?

Name the tool, or type "None".

Please don't publish which one (competitive sensitivity)

11. Whose job is it to ask?

Section C · The measurement

12. Do you measure NPS (Net Promoter Score)?

Yes and I know our current score Yes but I don't track the number closely No What's NPS?

14. Do you benchmark yourself against your competitors on reviews?

Yes, regularly Sometimes No but we'd like to, it's just too time-consuming No, not something we track

15. How many Google reviews did you have 12 months ago vs today?

12 months ago

Today

Section D · The business impact

16. Do potential clients comment on your reviews?

17. Do you think reviews win you measurable business?

Yes No Not sure

18. How do you use your reviews?

Select all that apply.

In our listing presentation On our website In our marketing In sales pitches On social media Other (please specify)

19. Give one specific example where a strong review profile won you an instruction.

0/1000

Section E · Deeper cuts

20. What's the worst review you've had, and how did you handle it?

0/1000

Please publish this anonymously

21. How do you handle a client who hesitates to leave a review?

0/500

22. What's changed in review culture in the last 5 years, for better or worse?

0/1000

23. If you could go back to Day 1 of your business and give one review-strategy tip, what would it be?

0/500

24. Do you incentivise reviews, either with staff or with clients (obviously not to give just a positive one but just to get more feedback)? Ever tried it? What happened?

0/500

25. Do fake or unfair negative reviews affect you? How do you deal with them?

0/500

26. How do reviews influence your recruitment and staff retention?

0/500

About you

Your name *

Your agency *

Your role at the agency

Postcode *

Work email *

Website URL where you talk about your reviews

Direct link to the reviews section or a dedicated page if you have one.

Headshot

JPG or PNG, up to 5MB.

Anything else you want to add?

0/1000

Consent

I'm happy for my name, agency, TA tier, and quotes to be published on thetrustedagent.co.uk as part of the Reputation Report 2026 I'm happy to be contacted about future Kerfuffle content or events For any of my answers I've flagged "do not publish", I understand you'll still see them but they won't appear in print