CEA 2024 Survey Shows Rising Consumer Confidence in Property Agents: Commentary by ERA

SINGAPORE, 18 June 2025 – CEA has released a comments on the 2024 Public Perception Survey of Real Estate Agency Industry: Rise in Consumers’ Satisfaction With Property Agents.

“The 15-percentage point rise in consumer satisfaction over the past year is a strong signal that consumers feel more supported, better informed, and more confident when engaging property agents. That trust is hard-won, and we see this uplift as both a validation of the progress we’ve made as an industry, and a responsibility to continue raising the bar.” said Eugene Lim, Key Executive Officer, ERA Singapore.

“But there is still work to be done – the survey shows that consumers expect property agents to remain professional and up to date in their knowledge of rules and regulations in the property transaction process. They are placing greater value on agents who can deliver speed, accuracy, and negotiation expertise, while also guiding them through complex procedures with confidence and care.

“With the added transparency and the openness of digital platforms, service quality is now more visible than ever across the board. Online ratings and reviews on digital platforms, which are now a central part of the property journey for Singaporeans, are emerging as a new trust currency. These keep agents accountable, knowing that each interaction can shape their digital footprint. In turn, this is also pushing the industry to be more consistent, responsive, responsible and consumer focused.

“Even as these digital touchpoints grow, consumers do continue to value the trusted human connection and the value that agents bring, given that buying or selling a home is a deeply personal decision. Agents today need to guide clients through high-stakes, often emotional decisions. It is therefore important that agents are equipped with the right technology, data and tools and soft skills while they continue to focus on delivering value at every touchpoint and in every transaction.

“We’re heartened to see that the strong leadership shown by the Council for Estate Agencies and the Ministry of National Development is steering the industry forward. Clear standards, ongoing professional development frameworks, and consumer education have raised the baseline for all agencies. This shared commitment has helped foster a more trusted, consumer-centric property ecosystem. We look forward to working closely with the authorities to raise the bar even further in the years ahead.”

For media enquiries, please contact:

Ning Peh, Senior Marketing Communications Manager, ERA Singapore

Email: [email protected]

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