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 industry Customer Satisfaction Survey results show that an overwhelming 91% of new home buyers would ‘recommend their builder to a friend’- the highest since the survey began in 2006 and this comes despite the impact of the pandemic. This is the fourth successive year that satisfaction levels have improved reflecting the intense industry focus on build quality and customer service of recent years.

Of those who responded, 92% said they would buy a new build home again.

This year’s survey covers the 12 months from October 2019 to September 2020. In total 76,300 questionnaires were sent out during the survey year. This is a drop on last year, a reflection of the impact coronavirus had on the number of homes completed and sold.

62% (47,470) of the forms were returned, 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.

The survey is undertaken, and the results analysed, by the NHBC.

16th Survey CSS 2021 (Completions October 2019 - September 2020)

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