The Home Builders Federation has published results from a survey showing a rise in customer satisfaction
The construction industry customer satisfaction survey shows an increase of 4% from the previous year, up to 94% of home buyers that would recommend their builder to a friend.
Star Ratings for individual companies have also been published.
Star Ratings surveys were sent to new home buyers eight weeks after completion
The results of the Star Ratings survehome builders show that over 9 out of 10 new build residents would recommend their builder to a friend.
The survey also shows that the number of homeowners satisfied with their new home’s quality is over 90%, and one-in-five report ‘fewer snags than expected,’ in spite of the fact that nearly 70% of the respondents have never owned a new-build home prior.
At the moment, over half of the homebuilding firms in the country are registered with the independent New Homes Quality Board (NHQB) which offers consumer protections and an independent Ombudsman service in an attempt to increase customer faith in new build homes. The results show that this may be working.
The construction industry customer satisfaction survey has been going for two decades
The survey has served as a barometer for customer feelings and satisfaction for around 20 years, and has served as a call for improvements in the industry as well as helping home-buyers make more informed decisions. The scores have consistently risen on average over the past several years.
Steve Turner, executive director at the Home Builders Federation, said: “This year’s increased scores evidence the industry’s commitment to its customers, outperforming satisfaction levels achieved by most sectors.
“In the overwhelming majority of cases customers are happy with their builder and their new home. With hundreds of thousands of new homes being delivered every year, it is inevitable that in some cases there are some, usually minor, issues. What is absolutely key is that any issues that do arise are dealt with promptly and to the satisfaction of the customer. Industry is now achieving this in the vast majority of instances, and where they don’t customers increasingly have access to an independent ombudsman who can adjudicate and provide redress.
“Achieving such high levels of customer satisfaction from the people best placed to rate your performance is a fantastic achievement for the industry. Such scores are the result of hard work and dedication across the home building workforce, from sites to the boardroom.”
New build housing is currently undergoing various decarbonisation efforts in order to reduce, and in some cases capture, carbon emissions in the construction industry and in general life for the owner.
