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 29 100%
Avant Homes 841 92.6%
Barratt Developments 6637 94.2%
Beal Developments 61 100%
Bellway Homes 3954 93.5%
Bloor Homes 1659 95.2%
Burrington Estates 36 88.6%
CALA Homes 822 95%
Cameron Homes 92 92.1%
Castle Green Homes (formerly MacBryde Homes) 47 93.6%
Cavanna Homes 76 90.5%
Churchill Retirement Living 158 90.7%
Countryside Properties 872 91.2%
Crest Nicholson 769 92.7%
Croudace Homes 140 95.7%
Cruden Homes 61 86.9%
Dandara Homes 94 92.4%
Davidsons Developments 335 92.4%
Duchy Homes 58 96.6%
Eccleston Homes 21 85.7%
Galliers Homes 40 97.4%
Gentoo 114 95.6%
GreenSquare Homes Ltd 29 96.6%
Hayfield Homes 32 96.4%
Hill 201 91.8%
Hopkins Homes 238 90.7%
Jones Homes 162 90.5%
Kebbell Development 25 96%
Keepmoat 1082 92.5%
Kier Living 384 82.5%
Lagan Homes 112 91%
Lioncourt Homes 119 92.4%
Lovell 476 91.5%
Mactaggart & Mickel Homes 64 98.4%
McCarthy & Stone 541 93%
Miller Homes 1396 92.6%
Morris Homes 361 92.4%
Orbit Homes
Persimmon Homes 7151 89.7%
Redrow Homes 2062 92.6%
Riverdale Developments 30 96.7%
Russell Armer 21 100%
St Modwen Homes 396 96.2%
Stewart Milne 297 86.5%
Story Homes 380 90.2%
Strata Group 151 90.1%
Taylor Wimpey 4848 91.8%
Thakeham Group 34 94.1%
Vistry Homes 2039 91.5%
William Davis 113 98.2%

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
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