Customer satisfaction

Customer Satisfaction Strategy

Home builders are committed to achieving high levels of customer satisfaction, a commitment that is evident in the results of HBF's five annual customer satisfaction surveys.

Companies employ a range of measures to monitor satisfaction among their customers, to build on areas of strength and to bring about improvements where weaknesses are identified. For example, almost all larger companies regularly survey their own customers, and many staff incentive schemes include customer satisfaction results.

HBF, as the industry's representative body, has an important role to play in helping the industry achieve high levels of customer satisfaction.

A key element of HBF’s customer satisfaction strategy is a national annual survey of new home customers, developed in association with NHBC, to monitor continuously customer satisfaction across the larger HBF member companies.

First survey (February 2006): completions April and September 2005.

Second survey (April 2007): completions from October 2005 to September 2006.

Third survey (April 2008): completions from October 2006 to September 2007.

Fourth survey (April 2009): completions from October 2007 to September 2008.

Fifth survey (April 2010): completions October 2008 to September 2009.

Sixth survey (April 2011) -  completions October 2009 to September 2010

The latest survey shows that 88% of buyers were satisfied with the overall quality of their home; whilst 86% would recommend their builder to a friend.

Stewart Baseley, Executive Chairman of the HBF said about the results;

“These results are truly outstanding and a testament to the efforts made by our industry to deliver ever increasing satisfaction levels to new home buyers. All the evidence we now have demonstrates categorically that as an industry we are delivering in the overwhelming majority of cases the type of product our customer’s want, in a manner with which they are satisfied.”