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HBF Customer Satisfaction Survey

HBF’s national survey of house builders was launched in 2005 in response to recommendations in the Barker Review of housing of 2004. It is a self-completion census completed by the purchasers of new build homes.The latest survey results were published at the beginning of March 2015. They are the tenth set of survey results and covers the 12 months from October 2013 to September 2014.

The results of the home building industry’s tenth Customer satisfaction survey, carried out by the Home Builders Federation and NHBC, demonstrate a customer satisfaction level that matches or exceeds those in almost any other industry or sector.

The independently verified survey of 38,074 new home buyers reveals that 86 per cent are very or fairly satisfied with the quality of their new home and the same number would recommend their builder to a friend.

They once again prove the industry’s commitment to achieving the highest levels of customer service and satisfaction. The results have been achieved over period that saw the steepest increase in house building activity we have seen for 40 years.

In addition to the high level of Customer Satisfaction revealed by the survey, the industry also has its own self-imposed Consumer Code, ensuring customer concerns are heard and that disputes can be resolved through an independent adjudication system.

The survey results and the Code, in addition to a ten-year warranty on all new homes, combine to give new build home purchasers genuine confidence in the product they are buying.

Stewart Baseley, Executive Chairman of HBF, said today: “Achieving such high levels of customer satisfaction, whilst delivering the steepest increase in the rate of house building we have seen for 40 years, is a considerable achievement.

Since the survey was introduced, in response to recommendations made in the Barker Review of housing 11 years ago, the industry has consistently demonstrated a commitment to customer service.  The results, of what must be the biggest such consumer survey of its kind, again compare favourably with any other sector or product we could find. There is of course always room for improvement. As we look to maintain the increases in output we have seen, we must all remained totally focussed on ensuring customer service improves still further.'

The survey is undertaken, and the results analysed, by the NHBC.

2015 Results

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