National New Homes Customer Satisfaction Survey (CSS)

HBF’s national new homes customer satisfaction 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 done by the purchasers of new build homes. Survey results are published annually in March each year.

This year’s Customer Satisfaction Survey results show that 90% of new build home buyers would ‘recommend their builder to a friend’, the third successive year that the industry has upheld a score of 90% or above. Additionally, 90% of those surveyed also said they would buy a new build home again, with 85% saying they would buy from their same builder again in the future. The industry achieved a Net Promoter Score of 42.

These are levels of customer satisfaction that compare favourably with any other product or sector and come at a time when the industry is under huge pressure, not least with regards to the supply of materials that can cause delays and so frustrations for customers.

This year’s survey covers the 12 months from October 2021 to September 2022. In total 99,726 questionnaires were sent out during the survey year. Just over 60% (60,655) of the forms were returned, which is an extremely strong response rate for a mixed methodology survey. The scale of the survey, believed to be one of the most comprehensive continuous industry research exercises in the country, ensures that its results provide a robust and accurate representation of industry and builder performance.

18th Survey CSS 2023 (Completions October 2021 - September 2022).pdf

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