<b><b>A top score in the national customer satisfaction survey and consistent winner of nationwide awards for quality building and quality service. How does Redrow do it? Jane Chapman of NHBC finds out </b></b><br><b><b></b>Entering Redrow's reception at St. David's Park near Chester, you cannot help but be impressed by the glittering awards cabinet and the certificates adorning the walls. </b><br><b>This year, Redrow Homes carried off the title of Best National Builder in the British Housebuilder of the Year awards for the third year running, as well as scoring a hat trick in the Quality Service Awards. As if that were not enough, the company achieved the highest rating in the national customer satisfaction survey and 14 NHBC Pride in the Job awards in 2000. So just how does it do it?</b><br><b><b>Transformation</b></b><br> The strategy started more than five years ago. Redrow's management had the foresight to recognise that customer care was a growing priority for other industries, so why not housebuilding? At that time, group chief executive Paul Pedley envisaged Redrow as: &amp;"being transformed from a builder to a retailer of the most expensive product anyone will buy.&amp;" <p></p><p>A process of cultural change grew out of that vision - a &amp;"hearts and …