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 23 95.2%
Avant Homes 835 91.7%
Barratt Developments 7204 94%
Beal Developments 53 100%
Bellway Homes 4479 93.8%
Bloor Homes 1737 94.8%
Burrington Estates 32 90.3%
CALA Homes 811 95%
Cameron Homes 124 91.9%
Campion Homes
Castle Green Homes 74 91.9%
Cavanna Homes 82 89.9%
Churchill Retirement Living 169 92.4%
Countryside Properties 1070 92.1%
Crest Nicholson 867 93%
Croudace Homes 151 93.2%
Cruden Homes 73 88.7%
Dandara Homes 173 90.6%
Davidsons Developments 373 92.5%
Duchy Homes 47 97.8%
Eccleston Homes 30 93.3%
Galliers Homes 39 97.4%
Gentoo Homes 133 93.9%
Greensquare Homes 28 100%
Hayfield Homes 51 93.8%
Hill 225 94.6%
Hopkins Homes 197 87.7%
Jones Homes 191 90.5%
Kebbell Development 28 82.1%
Keepmoat 1034 92.8%
Kier Living 432 83.3%
Lagan Homes 140 90.7%
Lioncourt Homes 119 90.8%
Lovell 560 91.2%
Mactaggart & Mickel Homes 75 94.5%
Malcolm Allan Housebuilders
McCarthy & Stone 335 93.2%
Miller Homes 1385 93.4%
Morris Homes 387 91.7%
Orbit Homes
Persimmon Homes 7231 90.8%
Redrow Homes 2348 92.8%
Riverdale Developments 37 97.3%
Rose Builders
Russell Armer
St Modwen Homes 446 96.2%
Stewart Milne Group 335 84.4%
Story Homes 404 91.8%
Strata Homes 192 91.1%
Taylor Wimpey 4637 92.4%
Thakeham Group 54 87%
Vistry Homes 2496 92.6%
W Westerman
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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