Fourth successive year of high customer satisfaction levels

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

The National New Homes Customer Satisfaction Survey (CSS) from HBF, NHBC, Premier Guarantee and Homes for Scotland also revealed that 87.5% of respondents were satisfied with the quality of their home, almost level with the 88% of last year.

The industry achieved a net promoter score –the percentage of promoters minus the percentage of detractors – of 44, an increase of two points on last year and up 15 points from 2020.

This year 38 housebuilders have earned the highest, five star rating – which means 90%-plus of their customers would recommend them to a friend. This is slightly down on the 41 of last year.

The survey, covering the period from October 2022 to September 2023, showed that 79.4% were satisfied that their home was completed on time, up from the previous 77%.

According to the responses, 85.2% said they were satisfied with the service provided by their builder during the buying process. And 83.1% said were satisfied with the service the builder provided after …