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HBF Briefing - Customer Satisfaction Survey

Date: 18/03/12

HBF Briefing - Customer Satisfaction Survey

HBF last week released the latest set of industry customer satisfaction survey results. It is the seventh year HBF has published the results from the survey and as in previous years, they showed an improvement on the previous year. The levels of customer satisfaction for all companies taking part are now at an extremely high level and and are a credit to our industry. Please see below for the press release that HBF issued, that resulted in a number of positive articles across the media and click here for the results.

HBF currently publishes Customer Satisfaction Survey Star Ratings for 16 larger home builders. The cut-off for larger firms to participate has been 300 sales per year. However during 2011 HBF opened up the Star Rating scheme to smaller and medium sized HBF members. If any member is interested in joining the Star rating scheme, please contact John Stewart at                                                                                             


For the first time annual survey reveals 90% of consumers are happy with quality of new homes and would recommend their builder to friends

The results of HBF’s seventh customer satisfaction survey, released today, reveal that levels of customer satisfaction have once again risen and now match or exceed those in any other industry or sector. The results of the survey, supported and analysed by the National House Building Council, reveal that:

  • 9 out of 10 buyers (90%) are very or fairly satisfied with the overall quality of their new home 
  • 9 out of 10 buyers (90%) would recommend their builder to a friend 

These independently verified results come in the midst of a difficult environment for home builders with an uncertain planning system, restricted mortgage availability and a huge burden of regulation threatening to stifle innovation and continuing design improvement.

Despite these challenges, the results are a testament to the industry’s commitment to deliver the high quality product and service that today’s demanding home buyers rightly expect.

Stewart Baseley, Executive Chairman at HBF, said today; “For the first time 9 out of 10 consumers – the most important people in the process – have said that they’re happy with the quality of their new home and would recommend their builder to friends. The results are a testament to the efforts made by our industry to deliver products and services that consumers are happy with, despite the difficult business environment. 

“It is essential to achieve these high satisfaction levels when providing a product that represents for most people their largest investment both financially and emotionally. But creating a great home is not straightforward.  Each home built is different and presents a different challenge. It takes commitment and dedication from the CEO’s office to the construction site involving everyone from directors to tradesmen to customer facing staff. These superb results are a credit to our industry and all its employees.”

Isabel Hudson, Executive Chairman of NHBC, which supports the survey and analyses the data for HBF, said; “These are extremely encouraging results, which underline the continued commitment of the industry to produce high quality new homes and provide excellent service to consumers.   

“The survey reinforces the findings of recent research by the NHBC Foundation, which highlights that occupiers have very positive views about new homes, compared to those consumers living in older stock. This is something the new homes industry should be proud of and perhaps these results will help to communicate the many benefits of new homes to the wider public.”

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Note: if you are a star rated company and you wish to order any promotional material please contact