Survey Reveals Housebuilders Deliver Outstanding Customer Satisfaction

The results of the Home Builders Federation's (HBF) annual customer satisfaction survey, released today, show record levels of customer satisfaction that match or exceed those in other industries or sectors. Results show that:

• Nearly 9 out of 10 buyers (88%) very or fairly satisfied with the overall quality of their new home (up from 77% on previous survey
• Nearly 9 out of 10 buyers (88%) would recommend their builder to a friend (up from 76% on previous survey)

This is despite the results covering a period during which home buyers and house builders were struggling with the worst housing downturn for 80 years.


All the results in this year's survey, that will be launched today at HBF's Annual Lunch, show a leap up from last year - a testament to the industry's commitment to deliver the high quality product and service that today's demanding home buyers expect.

Despite regular, unfounded criticism from industry detractors, the latest survey results confirm once again that home builders are committed to quality and echo results from a number of independent surveys.They show that the vast majority of new home buyers are satisfied with the quality of their home and the service provided by their home builder.

Stewart Baseley, Executive Chairman at HBF, said: "These results are truly outstanding and a testament to the efforts made by our industry to deliver ever increasing satisfaction levels to new home buyers. Raising customer satisfaction levels in a home building company, where each house or apartment is effectively a bespoke product, built on location, requires commitment from everyone in the process, from senior management through to site sales and construction staff and subcontractors. These results are a credit to our industry in what has been the most difficult period many can remember."

(CD/GK)