Disclaimer: The contents of this article are industry best practices which were sourced from StreetEasy data and interviews with our Agent Advisory Board, unless noted otherwise. Any scripts provided are only meant to act as examples and are not required. Nothing in this presentation is intended to be legal advice. For specific questions about any duties or obligations arising out of a real estate transaction, check your local and state licensing laws and regulations, contact your broker, or an attorney.

With how competitive the NYC market is, it’s essential for real estate agents to stay on top of the latest home-buying trends and buyer preferences. As we enter the new year, let’s unpack some of the top insights from the 2025 Consumer Housing Trends Report for Agents, a recent report by Zillow®. Keep reading to learn how buyers find their agents, what kind of experience they expect, and which services they value most.

Table of Contents

    About half of buyers hire the first agent they speak with

    One of the most important 2025 home-buying trends to know involves how many agents buyers contact during their search. According to Zillow’s report, 71% of recent buyers spoke with one or two agents before making a decision, while 47% hired the first agent they contacted. Among repeat buyers, 52% worked with the first agent they reached out to. This demonstrates why speed to lead — contacting a lead within five minutes of receiving it — is so important.

    To make a lasting first impression, consider taking the time to thoroughly understand their needs and goals, showcasing your relevant knowledge and experience, and finding similar listings to tour with them.

    Most buyers find their agent online or through referrals

    What can we learn from this finding in Zillow’s report?

    Prioritize online marketing

    In today’s day and age, it’s no surprise that the most common way buyers find an agent is by searching online. That includes real estate websites and apps (23%), social networking sites (7%), and search engines (7%).
    Before using a real estate website or app, we recommend looking into its quality and reach. For example, advertising on StreetEasy® allows you to access one of NYC’s largest audiences for online real estate.

    When creating an agent profile on StreetEasy, we suggest using a professional headshot, writing an engaging bio, and including your recent deals and neighborhood expertise. For even more leads, consider becoming a StreetEasy Expert and leveraging your hyper-local experience to reach the right buyers at the right time.

    Zillow also found that 44% of buyers said they were more willing to hire an agent if they were on social media. Whether you’re just launching your social media presence or refining it, try narrowing your focus to one or two platforms and posting insightful, helpful content.

    Earn more referrals

    Referrals from family, friends, neighbors, or colleagues are the next most common way buyers find agents, with 22% of buyers using this method. They also use referrals from other agents (5%) or home builders (4%).

    Customer service and expanding your network are key to earning referral business. It’s crucial to offer top-quality service, work on growing both your personal and professional network, and communicate regularly with clients, even after closing. All of this can lead to satisfied clients and a steady stream of referrals.

    Buyers prefer to text their agent

    Only 33% of buyers prefer to communicate with agents via phone call, while more than half (53%) prefer to text or use a messaging app. Another 13% prefer email, meaning two-thirds of buyers favor written communication.

    While phone calls are still a good idea for initial conversations with prospective buyers, consider adding texting and messaging apps to your communication options for a well-rounded approach. It could lead to better customer satisfaction, greater efficiency, and a digital paper trail to reference later if needed.

    Buyers want regular updates from their agent

    It’s no secret that the NYC home-buying process, with its obstacles, setbacks, and dead ends, can be a discouraging journey for buyers. To keep clients from feeling forgotten or ignored, many agents follow up regularly with things like market updates, comparable reports, and new listings to tour.

    But how often should agents reach out to their clients? According to Zillow’s report, 46% of first-time buyers communicate with their agent daily, 44% do so weekly, and only 10% do so every couple weeks or less. Repeat buyers are even more likely to communicate with their agent weekly (49%) or daily (43%).

    What agent services do buyers value most?

    As an agent, which services should you focus on in your relationships with buyer clients? To answer that question, Zillow asked buyers to list the top three services they wanted from their agents.

    Help with making offers

    Over half (58%) of all buyers say they want help with the details of their offer. In New York, the ideal offer can vary depending on the property type, neighborhood, and building. And although NYC buyers tend to be savvy and well-informed, they know they need to work with an agent to craft a compelling offer.

    Assistance with paperwork

    Another 56% of buyers value an agent’s help with organizing and submitting paperwork. That means your clients may want your assistance with:

    • Purchase agreements
    • Property disclosures
    • Financing documents
    • Title documents
    • Inspection reports
    • Appraisal documentation
    • Closing documents

    And in NYC, paperwork includes co-op board applications if your client is buying a co-op.

    Identifying homes to consider

    Next on the list was identifying homes to consider, with 46% of buyers highly valuing this service. To show NYC buyers you can help them find homes that meet their budget and needs, it’s essential to highlight your relevant experience. StreetEasy research supports this, revealing that buyers seek out agents who have expertise in the specific building (48%), neighborhood (41%), or type of home (40%) they want to live in.

    Not sure how to highlight your hyper-local expertise? StreetEasy’s Experts program puts your relevant deal history and experience at the forefront. We can match you with interested buyers looking for your expertise, allowing you to focus on closing more deals.

    Contract negotiations

    With 44% of buyers wanting their agent to lead contract negotiations, it’s crucial to sharpen this skill at every opportunity. Buyers expect you to know what concessions to ask for, how to negotiate the price, and how to respond to counteroffers. 

    Private home tours

    Another 42% of buyers say private home tours are one of the top three services they want from an agent. Home tours allow buyers to see if they truly like a property, and enable you to build confidence with your client and get to know their preferences better.

    Don’t forget to have your client sign an agreement before touring homes with them. If you don’t have your own version, feel free to use StreetEasy’s non-exclusive, 7-day Touring Agreement.

    In a competitive market like NYC, understanding and meeting buyer expectations is key for succeeding as an agent. By understanding current home-buying trends and using the tips above, you’ll be better equipped to build trust with clients and provide a seamless, white-glove experience leading to repeat business and referrals.

    StreetEasy is an assumed name of Zillow, Inc. which has a real estate brokerage license in all 50 states and D.C. See real estate licenses. StreetEasy Concierge team members are real estate licensees, however they are not your agents or providing real estate brokerage services on your behalf. StreetEasy does not intend to interfere with any agency agreement you may have with a real estate professional or solicit your business if you are already under contract to purchase or sell property.