New home buyer satisfaction remains high

Industry News,New Homes

New home buyer satisfaction remains high

by on Tuesday 29 March, 2016 in Industry News,New Homes

The latest National New Home Customer Satisfaction Survey, carried out and analysed by NHBC on behalf of the Home Builders Federation has revealed that new home buyer satisfaction remains steady with 86% of home buyers happy with the overall quality of their new home and 85% willing to recommend their home builder to a friend.

This national survey of house builders was launched in 2005 in response to recommendations in the Barker Review of housing of 2004. The purchasers of new build homes are sent a survey by NHBC shortly after they complete their purchase and then again around 9 months later. These latest survey results are based on over 45,000 survey responses and cover the 12 months from October 2014 to September 2015.

The key results were:

  • 86% of respondents were satisfied with the overall quality of their new home
  • 85% say they would recommend their home builder to a friend
  • 79% of buyers said that they were satisfied with the service provided during the buying process
  • 82% said they were satisfied with the handover process
  • 81% were satisfied with the information provided by their builder on the day they moved in
  • 92% of buyers were satisfied with the internal design of their new home and 86% were satisfied with the design externally

The survey period saw a significant increase in house building as the industry responded to the need for more new, high quality, homes. With the number of new homes completed in the period significantly up year on year,  the number of respondents to the survey was also up 19% on last year.

Stewart Baseley, Executive Chairman of HBF, said:

“Achieving such high levels of customer satisfaction, whilst delivering the steepest increase in the rate of house building we have seen for 40 years, is a considerable achievement.

Since the survey was introduced, in response to recommendations made in the Barker Review of housing 12 years ago, the industry has consistently demonstrated a commitment to customer service.  The results, of what must be the biggest such consumer survey of its kind, again compare favourably with any other sector or product we could find. There is of course always room for improvement. As we look to maintain the increases in output we have seen, we must all remained totally focussed on ensuring customer service improves still further.”

> See the full results and builder star ratings




home buyer satisfaction, new homes,

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