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 largest continuous industry research exercises in the country.

This year’s survey covers the 12 months from October 2017 to September 2018. As a result of the big increases in housing supply more than double the number of surveys were issued compared to five years ago with 98,876 questionnaires sent out, and 60,955 returned, a response rate of 60% – extremely high for such a 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 performance.

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. Last year, 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’. Changes are being implemented for the new survey year. 

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%

CSS HBF Brochure 2019

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