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 91% of new build home buyers would ‘recommend their builder to a friend’, the joint highest score since the survey began in 2006 and another successive year of improvement since 2016. 91% of those surveyed also said they would buy a new build home again, with 87% saying they would buy from their same builder again in the future.

This year’s survey covers the 12 months from October 2020 to September 2021. In total 99,119 questionnaires were sent out during the survey year. This is a significant increase on last year, reflecting the return to a more normal conduct of business and a great increase in the number of homes completed and sold. 62.7% (62,168) 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.

17th Survey CSS 2022 (Completions October 2020 - September 2021).pdf

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