Home builders are committed to achieving high levels of customer satisfaction, a commitment that is evident in the results of HBF's four annual customer satisfaction surveys.
Companies employ a range of measures to monitor satisfaction among their customers, to build on areas of strength and to bring about improvements where weaknesses are identified. For example, almost all larger companies regularly survey their own customers and many staff incentive schemes include customer satisfaction results.
HBF, as the industry's representative body, has an important role to play in helping the industry achieve high levels of customer satisfaction.
A key element of our customer satisfaction strategy is a national annual survey of new home customers, developed in association with NHBC, to monitor continuously customer satisfaction across the larger HBF member companies.
First survey (February 2006): completions April and September 2005.
Second survey (April 2007): completions from October 2005 to September 2006.
Third survey (April 2008): completions from October 2006 to September 2007.
Fourth survey (April 2009): completions from October 2007 to September 2008.
The 2007-08 survey showed that 77% of new home purchasers were satisfied with the overall quality of their home, and 76% would recommend their builder to a friend.
Another important initiative was a Customer Service Code of Conduct for home builders. This voluntary Code, also in association with NHBC, was designed to help home builders develop higher standards of good practice in customer service. HBF has encouraged all member companies to adopt the Code. Work is well advanced with warranty providers and other industry bodies to develop a more comprehensive Code of Conduct.
Addedum to the voluntyary Code - April 2008 Pricing Guide
The third initiative in HBF's customer satisfaction strategy was to develop model terms for consumer contracts, in consultation with the OFT, to assist member companies bring their constracts into compliance with the Unfair Terms in Consumer Contract Regulations 1999.
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