CSS Star rating results

Key Findings

19th CSS Survey 2024 (Completions Oct 2022 to Sept 2023)

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For the key question on which the company star ratings are based, 90% of respondents said that they would recommend their builder to a friend, the fourth year in a row that this score has been 90% or above. The industry achieved a Net Promoter Score of 44 from the survey, an increase of two points on last year and up 15 points from 2020. Other notable scores include:

• 87.5% of respondents were satisfied with the quality of their home.
• 79.4% said they were satisfied that their home was completed on time.
• 85.2% said they were satisfied with the service provided by their builder during the buying process.
• 83.1% said were satisfied with the service the builder provided after move in.

Stewart Baseley, Executive Chairman of the Home Builders Federation (HBF) said: “Over recent years there has been a huge industry focus on service and quality and this is the fourth year in a row where over 90% of new home buyers would recommend their builder to a friend. 

“We fully support the CMA’s recommendation for a single mandatory industry consumer code and the provision of access to the new homes ombudsman for all customers that will lead to further increases in quality and service standards across the board. 

“For a company to achieve 5-star levels of satisfaction is a significant achievement and shows the commitment from everyone within the organisation to the customer.”