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 37 100%
Avant Homes 1017 89%
Barratt Developments 7981 94%
Beal Developments 97 92%
Bellway Homes 4793 93%
Bloor Homes 1971 95%
Burrington Estates 46 87%
CALA Homes 1331 95%
Cameron Homes 135 93%
Campion Homes 16 94%
Castle Green Homes 155 95%
Cavanna Homes 87 82%
Churchill Retirement Living 258 94%
Countryside Partnerships 1238 91%
Crest Nicholson 940 89%
Croudace Homes 162 94%
Cruden Homes 76 84%
Dandara Homes 363 92%
Davidsons Developments 436 93%
Duchy Homes 99 94%
Eccleston Homes 37 70%
Galliers Homes 40 90%
Gentoo 122 93%
Greensquare Homes 18 89%
Hayfield Homes 93 88%
Hill 237 91%
Hopkins Homes 309 87%
Jones Homes 263 87%
Kebbell Development 34 91%
Keepmoat 1423 91%
Kingswood Homes 57 95%
Lagan Homes 102 85%
Lioncourt Homes 90 93%
Lovell 612 91%
M F Freeman
Mactaggart & Mickel Homes 43 95%
Malcolm Allan Housebuilders 21 100%
McCarthy & Stone 453 92%
Meadowview Homes
Miller Homes 1997 90%
Morris Homes 447 93%
Norfolk Homes Ltd 46 89%
Orbit Homes 58 81%
Persimmon Homes 7125 92%
Redrow Homes 2515 94%
Riverdale Developments 41 100%
Rose Builders 33 97%
St Modwen 473 92%
Stewart Milne 344 88%
Stonebond Properties 33 91%
Story Homes 494 94%
Strata Homes 212 90%
Taylor Wimpey 6166 92%
Thakeham Group 67 94%
Tilia Homes 503 81%
Vistry Homes 3881 92%
William Davis 110 97%

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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