In the course of providing quotes for surveys or moving forward with instructions, it’s common to request information from customers. However, amidst this routine, it’s easy to overlook the fact that much of the information being collected is personally identifiable and, in many cases, sensitive. When data collection becomes habitual, it’s crucial to pause and consider what information is being gathered, how it’s being collected, and how it’s being stored.
For example, as a surveyor you’ll routinely request the below information and possibly not stop to consider it’s sensitivity:
- Name
- Current address
- Phone number
- Job address
- Agent details
- Solicitor details
- Survey adress
- Job specific information such as the date of death for probate valuations
- Property vendor questionnaires
- Other supporting documents
Email remains the primary method for requesting such information due to its simplicity. However, the increasing prevalence of email interception fraud poses significant risks to customers. A recent YouGov survey of 2,097 adults revealed that 49% are concerned about using email to share sensitive information with their property professionals due to the growing fraud risks. Despite these concerns, only 31% have utilised secure online methods, while 18% have resorted to secure platforms or apps. Additionally, 34% opt to deliver information in person to ensure its safety.
Fraud, particularly email interception, is a pressing issue in the UK. Fraudulent emails are becoming increasingly convincing, often leading customers to take erroneous actions, such as making payments to fraudulent accounts. According to UK Finance, losses due to authorised push payment scams amounted to £239.3 million in the first six months of 2023.
Considering these risks, it’s crucial to evaluate the information requested from customers via email. For instance, asking for solicitor and agent details at the quote stage may be unnecessary until the customer instructs further, resulting in the unnecessary retention of personal data.
The first step to improving data collection is to assess whether more information is being collected than necessary for providing a quote. For instance, collecting the customer’s current home address may not be required until they actually instruct your services.
Moreover, it’s essential to scrutinise the method of collecting data. Relying on customers to email back details poses security vulnerabilities, with sensitive data scattered across email inboxes and sent folders. It also entails manual data transfer, raising concerns about data security and accuracy.
Survey Booker offers a solution tailored to customer security and convenience. With a secure portal, customers can securely submit data and documents, eliminating the need for email exchanges. Required questions can be set up during quoting and during booking to ensure the information you need is submitted fully at the right times reducing the back and forth to collect missing information.
Payments can also be made through the portal, ensuring authenticity and reducing the risk of scams. In addition, documents can be uploaded both by you and the customer which can be viewed and downloaded via the portal reducing the amount of data transmitted and stored in emails.
By leveraging Survey Booker, firms can safeguard customer data, streamline processes, minimise data entry, and enhance overall satisfaction. Matt Nally, founder and Managing Director of Survey Booker said: “Our platform has been created from the beginning to allow customers to submit data securely instead of relying on back and forth email exchanges. This allows you to help protect your customers whilst making sharing data faster, easier and more secure. By offering more secure options to customers, you also benefit from reduced data entry and administration costs as well as improved customer satisfaction”.