Home builders deliver fourth successive year of improved customer satisfaction.
91% of customers would ‘recommend their builder to a friend’.
Home builders have delivered a fourth successive year of improved customer satisfaction, according to the results of the industry annual customer satisfaction survey.
91% of the customers that responded said they would ‘recommend their builder to a friend’, the highest since the survey began in 2006.
Recent years have seen an intense focus on quality and customer service across the industry. This has resulted in consistent improvements across all the survey’s key question areas, improvements that have been maintained again this year despite the challenges posed by the coronavirus pandemic that saw sites closed and made accessing properties to carry out any aftercare work more difficult.
Results from the survey, which was sent to the purchasers of over 76,000 new build buyers across Britain, show that:
- 91% of buyers would recommend their builder to a friend, the key question on which the ‘Star Ratings’ are based, up 2% on last year and up 7% since 2016.
- Over 92% of those who bought a new build home would buy new again.
Homes for Scotland Chief Executive Nicola Barclay said:
“The survey demonstrates that the industry is delivering an excellent level of service in the opinion of over 90% of its customers. That this level of satisfaction has been delivered during a pandemic that saw sites closed and builders unable to access homes for a period makes it even more of an achievement. The industry remains committed to maintaining the significant progress of recent years and fully supports moves to put an independent New Homes Ombudsman in place to strengthen customer protections and continue to drive up standards.
“My congratulations to all of our members celebrating success today.”