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 34 96.97%
Avant Homes 996 90.49%
Barratt Developments 9079 94.2%
Beal Developments 62 98.36%
Bellway Homes 5311 93.74%
Bloor Homes 1986 95.18%
Burrington Estates 42 85.37%
CALA Homes 1229 94.58%
Cameron Homes 174 91.86%
Campion Homes 20 95%
Castle Green Homes 147 92.47%
Cavanna Homes 102 88.89%
Churchill Retirement Living 251 91.78%
Countryside Properties 1392 91.53%
Crest Nicholson 1026 91.27%
Croudace Homes 182 92.74%
Cruden Homes 74 83.33%
Dandara Homes 313 93.51%
Davidsons Developments 444 91.8%
Duchy Homes 105 94.17%
Eccleston Homes 46 82.61%
Galliers Homes 47 95.74%
Gentoo 135 91.85%
Greensquare Homes 28 92.86%
Hayfield Homes 84 87.8%
Hill 270 94.74%
Hopkins Homes 264 87.79%
Jones Homes 278 89.05%
Kebbell Development 41 87.5%
Keepmoat 1316 92.89%
Kingswood Homes 24 91.67%
Lagan Homes 168 88.55%
Lioncourt Homes 112 91.96%
Lovell 788 91.19%
M F Freeman
Mactaggart & Mickel Homes 79 93.59%
Malcolm Allan Housebuilders
McCarthy & Stone 405 92.45%
Miller Homes 1887 91.91%
Morris Homes 480 92.23%
Orbit Homes 42 78.57%
Persimmon Homes 8261 91.56%
Redrow Homes 2970 93.73%
Riverdale Developments 47 97.87%
Rose Builders 32 96.88%
Russell Armer 22 100%
St Modwen Homes 474 96.6%
Stewart Milne 386 83.85%
Story Homes 489 94.67%
Strata Homes 272 91.88%
Taylor Wimpey 6638 91.97%
Thakeham Group 94 90.43%
Tilia Homes 589 80.82%
Vistry Homes 3567 92.18%
W Westerman
William Davis 140 97.14%

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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