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 1094 90.3%
Barratt Developments 8952 93.2%
Bellway Homes 5162 92.1%
Bloor Homes 1824 95.1%
Burrington Estates 47 89.1%
CALA Homes 1156 94.8%
Cameron Homes 100 91.8%
Campion Homes 24 95.8%
Cavanna Homes 93 95.7%
Churchill Retirement Living 334 95.9%
Countryside Properties 1050 90%
Crest Nicholson 903 93.5%
Croudace Homes 147 95.9%
Cruden Homes 107 83.2%
Davidsons Developments 417 94.5%
Duchy Homes 54 96.3%
Galliers Homes 50 95.9%
Gentoo Homes 129 93%
Hayfield Homes 37 88.6%
Hill 234 91.2%
Jones Homes 233 91.2%
Kebbell Homes 26 88%
Keepmoat 1371 91.7%
Kier Living 438 77.5%
Lagan Homes 92 78%
Lioncourt Homes 138 94.2%
Lovell Partnerships 542 92.8%
MacBryde Homes 80 92.4%
Mactaggart & Mickel Homes 80 97.4%
Malcolm Allan Housebuilders
McCarthy & Stone 1003 93.4%
Miller Homes 1743 92.6%
Morris Homes 418 91.1%
Orbit Homes 29 79.3%
Persimmon Homes 8025 87.4%
Redrow Homes 2767 91.5%
Riverdale Developments
Rose Builders 23 100%
Russell Armer
St Modwen Homes 447 93%
Stewart Milne Group 381 87.1%
Story Homes 477 88.1%
Strata Homes 208 89.4%
Taylor Wimpey 6384 90.6%
Thakeham Group 25 96%
Vistry Homes 2716 91.2%
W Westerman 21 95.2%
William Davis 121 97.5%

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