Survey Highlights Increased Customer Satisfaction For New Home Builders

A new survey by the Home Building Federation shows that in 2012 there are now 13

national and regional home builders to achieve a "five-star" status when it comes to the consumers rating of the quality of their new home and whether or not they"d recommend the builder to a friend.

The survey, undertaken by In-House Research on behalf of 9 of the 13 builders in question, serves to illustrate just how far the industry has come in terms of the overall perceived customer experience and even more so when considering that the average response rate was 75% of all new home purchasers. (It was not a sample based survey so every customer was phoned regardless of whether their view of their builder was positive or negative, with each respondent asked a specific yes or no question as to whether or not they would recommend them.)

According to Malcolm Pitcher, the managing director of In-house Research, "We are extremely pleased to see so many of our clients achieving "five-star" status and this really does show that the industry is improving year on year. Our clients are taking the customer experience very seriously now and want to ensure that their customers have the best possible service throughout the whole process of purchasing their new. The industry has come a long way in the 13 years that we have been measuring customer satisfaction".

Mr Pitcher continues, "We have numerous clients now achieving over 95% customer satisfaction. A marked improvement from when we started back in 1998. For instance back in 2001 taking an average across all our clients, the new home demonstration score was running about 65%. It is now averaging at 90%. Clients have invested a lot of time and effort into making the customer experience special and they are now starting to reap the rewards with high recommendation levels".

It is very reassuring for any prospective purchaser of a new home to see the level of commitment builders are placing in customer satisfaction and some might say it"s essential to entice customers into the purchase of new housing stock in what continues to be a very difficult trading environment.

Given the recent limitations in planning consent across many regions for the development of new homes North West in particular, it"s good to see an increase in quality with the reduction of quantity.

by: Eric Alan

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