New home builders commended for outstanding customer satisfaction


Thursday 31st March 2011

The results of Home Builders Federation's 2011 customer satisfaction survey, released today, show levels of customer satisfaction that match or exceed those in any other industry or sector.

The results show that almost nine out of 10 buyers (88%) are very or fairly satisfied with the overall quality of their new home, while nearly nine out of 10 buyers (86%) would recommend their new home builder to a friend

The independently verified results, which will be launched today at HBF's Policy conference, are a testament to the industry's commitment to deliver the high quality product and service that today's demanding new home buyers rightly expect.

Despite regular, unfounded criticism from industry detractors, the latest survey results confirm once again that home builders are committed to quality. 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 today: "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. All the evidence we now have demonstrates categorically that as an industry we are delivering in the overwhelming majority of cases the type of product our customer's want, in a manner with which they are satisfied.

"It is essential to achieve these high satisfaction levels when providing a product that represents for most people their largest investment both financially and emotionally. But creating a great home is not straightforward. Each home built is different and presents a different challenge. It takes commitment and dedication from the CEO's office to the construction site involving everyone from directors to tradesmen to customer facing staff. These results are a credit to our industry and all its employees."

Imtiaz Farookhi, Chief Executive of NHBC, which supports the survey and analyses the survey data for HBF said, "I am delighted that the significant improvements achieved last year have been maintained.

"NHBC will continue to work closely with homebuilders building on the investments we've made in training, through initiatives such as the Consumer Code for Homebuilders and The Callcutt Task Group on customer satisfaction. Customer satisfaction with new build housing now compares extremely favourably with other UK industries and products".