Survey Shows Improved Levels Of Customer Satisfaction

The second annual survey of new home buyers has shown that 76% of purchasers are satisfied with the overall quality of their home and 77% would recommend their builder to a friend.

The latest results for those recommending their builder to a friend show a 2% improvement on last year’s survey.

The results of the national survey – undertaken by the Home Builders Federation (HBF) in partnership with NHBC – detail the customer satisfaction levels achieved by 20 larger home building companies in the 12 months from October 2005 to September 2006.

The survey found that:

• More than three quarters (78%) were satisfied with the service provided during the buying process – an improvement of 2% on last year’s figure. This includes just over one third (37%) saying they were very satisfied;
• Almost three quarters (73%) regarded their builder as very (44%) or fairly (29%) good in relation to completing the home on time;
• When asked about the condition of their home on move-in day, 72% were satisfied, including almost a third (32%) who were very satisfied;
  
  
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• 70% regarded the standard of finish as good – an increase of 1% on last year;
• Almost two thirds (65%) were satisfied with the service after moving in – an improvement of 3%;
• Although most home purchasers had reported a problem to their builder after moving in, such as a defect or snag, a majority regarded the number of problems as either in line with expectations (39%) or fewer than expected (22%).

The national survey of home buyers is a key part of HBF’s customer satisfaction strategy. As part of the strategy, the HBF has also developed a Customer Service Code of Conduct and model contract terms to meet higher customer satisfaction standards.

Stewart Baseley, Executive Chairman of the Home Builders Federation, stated: “I am pleased that this survey shows a modest but consistent improvement on the high levels of customer satisfaction achieved in the first survey. It demonstrates that home builders are committed to high levels of customer satisfaction.

“The survey does, of course, highlight areas for continued improvement. Although there has been a slight improvement in reducing post-occupation defects and improving the handling of after-sales service, these areas require focused attention and effort.

“Overall, however, I am in no doubt that customer satisfaction is now an integral part of the operating culture of most home building companies, and I believe that recent steps taken to improve service levels will be reflected in steadily improving results in future surveys.”

(CL)