Five star housebuilders revealed in new customer survey

The housebuilding industry’s annual customer satisfaction survey reveals that 90% of customers would recommend their builder to a friend, the third successive year that this figure has been 90% or higher.

The National New Homes Customer Satisfaction Survey (CSS) from HBF, NHBC and Homes for Scotland also revealed that 85% of respondents said they would buy from their same builder again in the future. The industry achieved a net promoter score – the percentage of promoters minus the percentage of detractors – of 42, up 13 points in the past three years.

This year 41 housebuilders have earned the highest, five star rating – which means 90%-plus of their customers would recommend them to a friend.

The survey, covering the 12-month period from October 2021 to September 2022, revealed that 88% were satisfied with the quality of their home – a point down on last year. 92% of respondents were satisfied by the internal design of their home, and 84% with the external design. 77% of respondents were satisfied that their home was completed on time and 71% of buyers said the number of “snags” they reported was in line with or less than what they had expected. …