National New Homes Customer Satisfaction Survey (CSS)

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 27 92.3%
Avant Homes 1042 89.6%
Barratt Developments 8954 93.4%
Bellway Homes 5310 92.4%
Bloor Homes 1799 94.7%
Burrington Estates 43 90.7%
CALA Homes 1158 94.8%
Cameron Homes 95 91.3%
Campion Homes Ltd 24 91.7%
Cavanna Homes 92 95.6%
Churchill Retirement Living 363 95.9%
Countryside Properties 1023 90.6%
Crest Nicholson 910 93.1%
Croudace Homes 148 95.9%
Cruden Homes 110 80.9%
Davidsons Developments 405 93.3%
Duchy Homes 49 93.9%
Galliers Homes 55 96.3%
Gentoo Homes 107 92.5%
Hayfield Homes Limited 40 89.5%
Hill 222 91.7%
Jones Homes 236 92.2%
Kebbell Homes 28 88.5%
Keepmoat 1592 90.2%
Kier Living 436 76.1%
Lagan Homes 96 78.9%
Lioncourt Homes 159 91.7%
Lovell Partnerships 539 90.9%
MacBryde Homes Ltd 102 94.1%
Mactaggart & Mickel Homes 79 97.5%
Malcolm Allan Housebuilders Ltd
McCarthy & Stone 1234 93.6%
Miller Homes 1745 92.5%
Morris Homes 454 92.2%
Orbit Homes 41 80.5%
Persimmon Homes 8133 86.5%
Redrow Homes 2851 91.9%
Riverdale Developments 23 100%
Rose Builders Ltd 27 100%
Russell Armer
St Modwen Homes 449 93%
Stewart Milne Group 383 86.8%
Story Homes 511 87.9%
Strata Homes 207 91.3%
Taylor Wimpey 6448 90.3%
Thakeham Group
Vistry Homes 2898 90.9%
W Westerman 23 95.7%
William Davis 139 95.6%

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