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 33 78.1%
Allison Homes Ltd 102 90.1%
Avant Homes 962 75.4%
Barratt Developments 8818 92.3%
Beal Developments 118 93%
Bellway Homes 5162 91.2%
Bloor Homes 1879 95.4%
Burrington Estates 40 85%
CALA Homes 1356 94.2%
Cameron Homes 74 97.3%
Campion Homes
Castle Green Homes 138 87.7%
Cavanna Homes 89 86.5%
Churchill Retirement Living 278 94%
Crest Nicholson 1169 85.5%
Croudace Homes 196 90.8%
Cruden Homes 86 78.3%
Dandara Homes 465 91.6%
Davidsons Developments 413 91.9%
Denbury Homes 47 89.1%
Durkan 23 100%
Eccleston Homes 39 71.8%
Galliers Homes
Gentoo 142 73.8%
Greensquare Homes
Hayfield Homes 86 95.3%
Hill 270 96.3%
Hopkins Homes 327 91.7%
Jones Homes 173 93.5%
Kebbell Development 25 92%
Keepmoat 1824 89.8%
Kingswood Homes 72 98.6%
Lagan Homes 108 93.5%
Lioncourt Homes 89 93%
Lovell 587 82.3%
M F Freeman 24 95.5%
Malcolm Allan Housebuilders 19 94.7%
McCarthy & Stone 506 94.7%
Miller Homes 2123 90.6%
Morris Homes 455 94.5%
Norfolk Homes 37 100%
Orbit Homes 97 84.4%
Persimmon Homes 7277 90.5%
Redrow Homes 2480 90.2%
Riverdale Developments
Rose Builders 44 97.6%
St Modwen 625 92.1%
Stewart Milne 281 90.7%
Stonebond Properties 55 90.6%
Story Homes 559 93.9%
Strata Homes 217 84.7%
Taylor Wimpey 5752 89.3%
Thakeham Homes 55 83.6%
Tilia Homes 487 78.2%
Vistry Homes 5484 91.3%
William Davis 116 89.7%

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