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As Australia’s property market evolves, so do the expectations of buyers and sellers. The 2025 State of Real Estate Report, produced by Securexchange in collaboration with InfoTrack and InfoTrackGO, gives agents a clear picture of what their client’s truly value, where improvements are needed, and how technology can elevate your role in every transaction.
Based on responses sought from over 130,000 Australians who bought or sold property in the past year, the report is more than a snapshot of consumer sentiment, it’s a roadmap. For agents, it’s a chance to act on real feedback, strengthen trust, secure more listings, and cement your reputation as the go-to professional in your market.
The results are encouraging – clients increasingly recognise the value of professional, dedicated agents.
This improvement reflects the industry’s commitment to raising the bar. Communication stood out as a key driver, with 45% of clients specifically praising their agent’s responsiveness, marking this as one of the most positive parts of their property experience. However, it’s also the area where agents most often fell short with 35% of buyers and sellers said they wanted even better communication.
Further insights revealed that while there has been improvement over the last year, consumers have identified that agents are the most cited stakeholder where improvements are required. This has dropped to 17% (down from 30% in 2024), highlighting real progress towards a more professional, client-centric service. However, the fact that agents remain the top group identified for improvement means there’s still work to do to deliver the best possible client experience.
Even with progress, there’s no room for complacency. 38% of clients identified key areas where agents can enhance their service:
For high-performing agents, these aren’t criticisms, they’re opportunities to exceed expectations, turn satisfied clients into loyal advocates, and drive referrals that fuel business growth.
The report highlights the moments clients valued most in their property journey, clear signposts for agents on what to keep delivering and amplifying:
With communication with agents ranked as one of the most positive parts of the process, it reinforces your central role. Every conversation, update, and explanation is a chance to leave a lasting impression.
Interestingly, only a small portion of respondents felt the contract signing process and access to digital documents added value. This is a clear opportunity that by adopting digital solutions, it can make these steps easier, and you can differentiate yourself from the competition and deliver a truly seamless service.
Property is one of the most lucrative targets for cybercriminals. With large sums moving quickly between multiple parties, payment redirection fraud and email interception are growing threats.
The 2025 State of Real Estate Report highlights revealed:
For agents, the message is clear – the risk is real, and your role is critical. Clients look to you for guidance, and by recommending secure digital solutions, you protect not only their money but also your reputation. Demonstrating leadership in this space positions you as the agent who is both modern and trustworthy.
Despite significant progress, agents were still identified as the most challenging stakeholder for 17% of respondents. Instead of seeing this as a setback, see it as an opportunity. By addressing the key concerns, communication, transparency, and trust, you can rise above the competition.
This is where digital innovation comes in. Platforms like Securexchange make it easier for you to deliver the kind of seamless, secure, and transparent experience clients now expect.
With Securexchange, agents can:
Agents who embrace platforms like Securexchange aren’t just keeping up, they’re positioning themselves as leaders in client service.
The 2025 report makes it clear: expectations are rising, and the best agents are stepping up.
Here are five actions that set you apart:
Securexchange is the all-in-one platform for a seamless property journey, from sales to management. Purpose-built for leading agents, it helps you build trust, save time, and drive referrals. Verify identities, sign and exchange contracts, securely share confidential information, and more, all in one place.
Leading agents are already using Securexchange to reduce risk, streamline transactions, and deliver the modern, professional experience clients expect. Position your agency as a trusted leader and make every property journey seamless.