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 fourth successive year that the industry has upheld a score of 90% or above. The industry achieved a Net Promoter Score of 44, an increase of two points on last year and up 15 points from 2020.

Additionally, the latest survey found:

  • 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.

Despite all the difficulties facing the industry, including ever changing building regulations, new taxes and levies and a challenging economic environment, satisfaction levels have been upheld at a standard much higher than many other products or sectors.

The results cover the period from October 2022 to September 2023 and are informed by 50,000 responses. In total, 97,000 questionnaires were sent out, with a valid completion rate of 52%, 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.

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

- 4.1 MB