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 2013. They are the eighth set of survey results and covers the 12 months from October 2011 to September 2012.
The results of the home building industry’s eighth Customer satisfaction survey, carried out by the Home Builders Federation and NHBC, reveal another year-on-year increase in customer satisfaction to a level that matches or exceeds those in almost any other industry or sector.
The independently verified survey of 29,330 new home buyers reveals that an overwhelming 91 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. They have been achieved despite a background of continuing economic uncertainty, huge changes with the planning system, restricted mortgage availability and the burden of significant regulatory costs that poses a clear threat to innovation.
In addition to the remarkable and steady improvement in 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: “These results clearly demonstrate that consumers are overwhelmingly happy with the service house builders are delivering.
“The industry has often faced criticism over the last few years from misguided or ill-intentioned “experts”, but the people who really matter - those who buy new homes - are giving us a clear thumbs up.
“It is essential that we achieve these high satisfaction levels when providing a product that represents most people’s largest investment, both financially and emotionally. But creating a great home is not straightforward. These superb results are a credit to our industry and all its employees.”
The survey is undertaken, and the results analysed, by the NHBC.