<p><span>The industry has achieved a fourth successive year of improved customer satisfaction, with 91% of customers saying they would recommend their builder to a friend, according to the latest National New Home Customer Satisfaction Survey (CSS) from HBF, NHBC and Homes for Scotland.</span></p> <p><span>HBF said this was the highest level recorded of this key metric since the survey began in 2006. It was 2% up on last year and a 7% improvement since 2016.</span></p> <p><span>The survey for 2019/2020 also revealed that more than 92% of those who bought a new build home would buy new again.</span></p> <p><span>And 42 housebuilders have earned the highest, five star rating. This is up from 36 last year.</span></p> <p><span>The sector’s focus on quality and customer service in recent years had driven consistent improvements across the survey’s key question areas, HBF said. It noted that individual companies had reviewed their own internal quality assurance processes and customer journeys. And industry capacity had also grown over recent years “to ensure that quality is not compromised as volumes have increased.”</span></p> <p><span> This level of dedication continued throughout the coronavirus pandemic, HBF added, despite sites closing which made aftercare work more challenging.</span></p> <p><span> But, with the wish to build …