Customer satisfaction levels rise 4% on last year

The housebuilding industry’s annual customer satisfaction survey reveals that 94% of new build customers would recommend their builder to a friend, 4% up on last year.

This is the fifth successive year that this figure has been 90% or higher.

The National New Homes Customer Satisfaction Survey (CSS) from HBF, NHBC, Premier Guarantee, LABC and Homes for Scotland also shows a rise in the percentage of survey participants satisfied with the quality of their home - more than 90% against the 87.5% of the previous year.

One in five home buyers reported fewer snags than expected, despite nearly 70% of respondents having never previously owned a new build home, HBF said.

And this year, 53 housebuilders have earned the highest five-star rating - which means 90%-plus of their customers would recommend them to a friend – an increase on last year’s 38 and an improvement on the previous year’s 41.

The industry achieved a net promoter score –the percentage of promoters minus the percentage of detractors – of 59, with high levels of promoters at 68%, HBF said.

In total, just under 69,000 questionnaires were sent out, with a valid completion rate of 57.1%. The survey was …