National New Homes Customer Satisfaction Survey (CSS)

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12 month rolling customer satisfaction ‘recommend’ data

The table below shows the latest 12-month rolling data from the National new homes customer satisfaction survey (CSS). 

The quarterly reporting series is a new one, launched in June 2019 to provide more regular up to date information from the CSS.

The new series shows the builders’ percentage ‘yes’ score for the key question "Would you recommend your builder to a friend?".  

Scores are published quarterly, using the latest 12-month rolling data, approximately four weeks after each ‘reporting period’ closes.

Survey forms are sent 8 weeks after customers legally complete the purchase of their new home. Customers then have 12 weeks to complete and return their forms. Each ‘reporting period’ thus closes 20 weeks after the end of the quarter.

Proposed quarterly data publication dates;

  • Q1 (house purchases completed Oct-Dec) quarterly data published June
  • Q2 (house purchases completed Jan-Mar) quarterly data published September
  • Q3 (house purchases completed Apr-Jun) quarterly data published  December
  • Q4 (house purchases completed Jul-Sep)  quarterly data published March

The industry Customer Satisfaction Survey was launched in 2006. Builders are awarded an annual ‘Star Rating’ based on all their responses to the key question ‘would you recommend your builder to a friend?’ over a full 12 month period. Star ratings are published every March.

Click here to see the latest annual star rating results.

Click here to see historical star rating results

Home builder Sample Surveyed Percentage
A & J Stephen 21 90.5%
Galliford Try Partnerships & Regeneration 212 89.4%
Linden Homes 1394 89.6%
Avant Homes Ltd (Head Office) 996 87%
Barratt Developments 8942 93.3%
Bellway Plc 5211 92.6%
Bloor Homes Limited 1805 94.1%
CALA Group Ltd 1014 94.6%
Cameron Homes Limited 114 92%
Cavanna Group Limited 91 98.9%
Churchill Retirement Living Ltd 407 94.8%
Countryside Properties Plc 884 92.2%
Crest Nicholson PLC 1056 89.5%
Croudace Homes Limited 181 97.2%
Davidsons Developments Limited 407 91.6%
Duchy Homes Ltd (Head Office) 32 90.6%
Galliers Homes Ltd 58 96.5%
Gentoo Homes 108 89.7%
Hill 178 94.9%
Jones Homes (North West) Limited 215 91.5%
Keepmoat Homes 1557 84.4%
Kier Living Limited 387 76.5%
Lagan Homes Ltd 82 74.4%
Lioncourt Homes Limited 137 88.9%
Lovell Partnerships 482 84.7%
Mactaggart & Mickel Homes 94 96.8%
McCarthy & Stone Retirement Lifestyles Limited 1391 90.7%
Morris Homes Ltd 468 90.5%
Orbit Homes 38 81.6%
Persimmon Plc 8163 82.9%
Redrow Plc 2943 91%
Russell Armer Limited
St Modwen Homes 435 91.2%
Stewart Milne Group 330 87.3%
Story Homes Ltd 554 84.9%
Strata Homes Limited 218 88.9%
Taylor Wimpey plc 6607 89.5%
The Miller Homes Group Limited 1645 91.8%
Vistry Homes Ltd 1567 90.5%
W Westerman Ltd 20 100%
William Davis Ltd 137 94.9%

For Q1 2019 scores were rounded up or down to the nearest full percentage point. Numbers up to .5 were rounded down; numbers from .5 were rounded up. (i.e 94.3% would be rounded down to 94% and a score of 94.6 would be rounded up to 95%)

Key
= over 1,000 surveys sent
= between 300-999 surveys sent
= less than 300 surveys sent
= The builder did not build sufficient homes / receive sufficient responses to the survey in this 12 month period for their score to be statistically robust enough to publish