National New Homes Customer Satisfaction Survey (CSS)

Background information

The annual survey is one of the most comprehensive, large-scale surveys of its type carried out in the UK. It began in response to recommendations in the Barker Review of Housing Supply in 2004 and is a self-completion census of new home purchasers. Since its launch, well over half a million survey returns have been received making it one of the most comprehensive continuous industry research exercises in the country. 

Since the survey was launched more than a decade ago, scores in all question areas have improved significantly. The survey has provided a barometer for the industry and for individual builders to gauge performance and drive improvements.

The statistical methodology used in the analysis of this survey has been approved by the Statistical Services Centre, University of Reading. The methodology is the same as in the first survey, published in 2006, for which Ipsos MORI acted as a consultant. Industry results are weighted by builder to take account of the number of eligible homes they have built in the year. Individual company results are not weighted. In 2017, Ipsos MORI conducted a full review of the survey. They concluded that the survey approach and processes are consistent with best practice and that it is ‘fit for purpose’. 

Company star rating results for the ‘Would you recommend your builder to a friend?’ question are presented in bands as follows:

5 Star Rating 90%+
4 Star Rating 80% – 89.9%
3 Star Rating 70% – 79.9%
2 Star Rating 60% – 69.9%
1 Star Rating 50% – 59.9%

15th Survey CSS 2020 (Completions October 2018 - September 2019)

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