Sales progression
What do home movers really value during the sales process?
Analysis of 2,000 Trustpilot customer reviews by Complete ASAP reveals just how much home movers value communication, proactive support and someone taking ownership of their transaction.
24th September 2026
What 2,000 reviews revealed
82% mentioned communication and regular updates as an important part of the experience.
75% praised proactive chasing and efforts to keep their transaction moving.
Around six in ten referred to reassurance, reduced stress or making the moving process easier.
Around a quarter highlighted speed of completion.
For home movers, a successful property transaction is about much more than getting to completion quickly.
New analysis from sales progression specialist Complete ASAP suggests that communication, reassurance and proactive support are among the things customers value most while navigating the sales process.
Complete ASAP analysed 2,000 Trustpilot customer reviews from the past two years to identify the aspects of the home-moving experience customers most frequently highlighted.
The clearest message? Movers want to know what is happening, know somebody is actively progressing the transaction and feel supported when problems arise.
Communication came out on top
Communication and regular updates emerged as the dominant theme in the analysis, appearing in 82% of reviews.
That was followed closely by proactive support. Three quarters of the reviews praised chasing and other efforts made to keep a transaction moving.
Around six in ten reviews referred to reassurance, reduced stress or making the home-moving process easier, while speed of completion appeared in around a quarter.
82%
mentioned communication and regular updates.
75%
praised proactive chasing and efforts to keep the sale progressing.
6 in 10
referred to reassurance, reduced stress or making the process easier.
More updates are not necessarily the answer
The findings suggest that good communication is not simply a case of contacting movers more frequently.
The value comes from understanding what needs to happen next, taking responsibility for moving it forward and dealing with potential issues before they become larger problems.
“What comes through very clearly from analysing these reviews is how much people value being kept informed and knowing that somebody is actively looking after their transaction.”
Richard Megson, Managing Director at Complete ASAP
“Good communication isn’t simply about providing more updates. It’s about being proactive – identifying what needs to happen next, chasing the relevant parties and dealing with potential issues before they become bigger problems.”
“That human intervention can make a significant difference to both the customer’s experience and the speed of the transaction.”
Richard Megson, Managing Director at Complete ASAP
Transaction ownership matters too
Another recurring theme in the reviews was the importance customers placed on having one individual take ownership of their transaction.
Property sales involve multiple parties, from estate agents and buyers to sellers, solicitors, lenders and brokers. Without someone coordinating those moving parts, communication can quickly become fragmented.
Customers repeatedly valued having someone who could:
- Provide a clear point of contact
- Coordinate communication between different parties
- Chase outstanding actions proactively
- Spot delays or problems before they escalated
- Offer reassurance when the transaction became stressful
Technology helps, but the human element still matters
Technology and more efficient processes can certainly help make property transactions easier to manage.
But Complete ASAP’s analysis suggests the human elements of progression remain particularly important to movers: proactive communication, reassurance and knowing an individual is taking responsibility for the sale.
“Property transactions involve multiple parties, so it’s very easy for communication to become fragmented.”
“Technology and better processes can make transactions more efficient, but the human element of proactive communication, reassurance and individual ownership are what can turn that process into a much better experience for the customer and ultimately result in a successful sale.”
Richard Megson, Managing Director at Complete ASAP
Home movers do not just want progress. They want to feel that somebody is actively making that progress happen.
That combination of communication, proactive support and ownership can turn a stressful transaction into a far better customer experience.
About Complete ASAP
Established in 2014, Complete ASAP is a national sales progression solution working with property professionals across the UK.
Its fully managed service supports transactions from listing through to completion, with estate agents, IFAs, mortgage brokers and auctioneers among its customers.
Complete ASAP services include:
Instruct ASAP: recommended solicitors handpicked by Complete ASAP.
Comply ASAP: optional compliance services including Buyer Information Packs and enhanced AML electronic checks with biometric facial recognition.
Progress ASAP: a dedicated sales progressor with real-time 24/7 case checking.
Keep transactions moving
Find out more about Complete ASAP
Discover how Complete ASAP supports estate agents with proactive, fully managed sales progression from listing to completion.
