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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 2016. They are the eleventh set of survey results and covers the 12 months from October 2014 to September 2015.

The results of the home building industry’s eleventh 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. 

86% of respondents were satisfied with the overall quality of their new home and 85% say they would recommend their home builder to a friend.

Such levels of customer satisfaction, which compare favourably with any other industry or product, are one of the many reasons why more and more people are buying new, and the overwhelming majority of those that do report that they would do so again: over 90% of new build buyers said they would buy a newly built home again.

The survey period saw a significant increase in house building as the industry responded to the nation’s need for more new, high quality, homes. The latest official figures show that housing delivery was up around 25% year on year in England with the number of respondents to the survey (45,342) up 19% on last year.

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: “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 12 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.

2016 Results

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