British removal companies are increasingly turning to technology to improve customer service, with many of them citing this as a key motivator in their business.

These are the some of the findings from a survey of 100s of UK removal firms carried out by buzzsurvey in 2017.

Video surveying is a way of carrying out surveys over a live video link. The poll was designed to measure what the market really thinks about using video surveying. Some of the results of our poll were surprising.

For example, when asked about their level of interest in trialing a video survey provider, the response was very positive:

Sixty percent of respondents said they were either “somewhat” or “very” interested in trialling video survey technology over the next 6 months. Meaning that almost 2 out of 3 moving companies are keen to try video surveys. These results show that the demand for video chat is real, and that there’s still great potential for growth.

Why is video surveying gaining in popularity?

To answer this question  we asked what were the three biggest challenges video surveys could help to solve:

There was no shock that the top answer from our survey respondents was to “reduce the cost of face-to-face surveys” (20.5%). But perhaps more interesting were the next most popular answers, with “customer choice and convenience” coming second on the list (15.4%).

It’s great to see that customer convenience scored so highly. It suggests that removal and relocation companies are increasingly seeing technology as a tool not only to build a reputation for innovation, but also to improve the customer experience.

Quicker… cheaper… and more convenient

To some extent, this interest in new technology is a simple reflection of the all-pervasive nature of technology in our daily lives. Consumers expect speed, convenience and quality service.

According to Grant Hodgkins  from Pearson Home Moving, he too sees the power video surveying has on the removal industry.

“Video surveys are much quicker and far cheaper than a physical survey. Add to this the benefit of out of hours surveying, recorded surveys and being able to perform a survey wherever has an internet connection; then you’re really on to a winner.”

And, as this article makes clear, many companies see video surveys as a way to do stuff, smarter.

Also, what’s often overlooked video surveying is much more than just beneficial for the customer.  It’s massively more convenient for the removal company (your business) as well.

Paul from FA Removals recognises that a lot of potential moves fall through the cracks simply because he doesn’t have the time to carry out the survey. He’s either out doing a face to face service, carrying out a removal, in meetings or working on something in the office.

A survey that normally wouldn’t happen because you aren’t around, now can. With full service surveying, we work around your schedule. This gives you better availability for other jobs.

Download your free copy of the full buzzsurvey Video Survey Barometer.

More and more removal firms are making video surveys a part of their arsenal – to find out more, request access to our buzzsurvey customer case studies. And we believe video will only play a bigger part in the industry going forwards.

If you want to know why video surveys just might be the future of removals, get your free copy of the full buzzsurvey Video Survey Barometer Q3 2017 report (you don’t have to enter your email address).


Interested to trial buzzsurvey for your business. Then why not book a quick no-obligation demo today? It’s 100% free.