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Policy & Activities

2016 Results

Key Findings

Since the survey was launched more than a decade ago, significant progress has been made by the industry such that scores in all question areas have improved significantly since the early years. 

As well as the top level findings listed above, 79% of buyers said that they were satisfied with the service provided during the buying process; 82% said they were satisfied with the handover process with 81% satisfied with the information provided by their builder on the day they moved in.

In terms of the design of their new home, 92% of buyers were satisfied with the internal design of their new home and 86% were satisfied with the design externally.

Raising customer satisfaction in a home building company, where each house or apartment is effectively a bespoke product built on location, requires commitment from everyone in the company, from senior management through to site sales and construction staff.

Every area of a business ultimately has an impact on the end product – and the results achieved – and the survey gives a clear demonstration of the industry’s determination to continue to improve what it provides for its customers.