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. 

In total, 99,726 questionnaires were sent out during the survey year, with a response rate of 60%.

Stewart Baseley, executive chairman of the HBF, said: “To have 90% of consumers recommending you is a fantastic achievement and demonstrates the industry’s overwhelming commitment to delivering high levels of customer service. This year’s survey shows the vast majority of customers are happy with their purchase and the service provided by their builder.  

“Homebuilders remain focused on driving improvements in this area and the creation of an independent New Homes Ombudsman and a more robust Consumer Code will support this drive and should lead to even higher levels of customer satisfaction moving forward.”

 

This year's five-star housebuilders are:

Barratt Developments

Beal Developments

Bellway Homes

Bloor Homes

Burrington Estates

CALA Homes

Cameron Homes

Campion Homes

Castle Green Homes

Churchill Retirement Living

Countryside Properties

Croudace Homes

Dandara Homes

Davidsons Developments

Denbury Homes

Durkan

Galliers Homes

Hayfield Homes

Hill

Hopkins Homes

Jones Homes

Keepmoat

Kingswood Homes

Lagan Homes

Lioncourt Homes

Malcolm Allan Housebuilders

McCarthy Stone 

Miller Homes 

Morris Homes

Norfolk Homes

Persimmon Homes

Redrow Homes

Riverdale Developments

Rose Builders

St Modwen

Stewart Milne

Stonebond Properties

Story Homes 

Taylor Wimpey 

Vistry Homes

William Davis