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 28 100%
Avant Homes 853 91.5%
Barratt Developments 6155 93.6%
Bellway Homes 4158 92.3%
Bloor Homes 1555 94.8%
Burrington Estates 43 90.5%
CALA Homes 800 94.7%
Cameron Homes 92 92.1%
Campion Homes
Cavanna Homes 84 92.7%
Churchill Retirement Living 158 95.7%
Countryside Properties 1030 90.9%
Crest Nicholson 764 93.2%
Croudace Homes 133 97%
Cruden Homes 79 83.5%
Davidsons Developments 349 93.4%
Duchy Homes 49 95.9%
Galliers Homes 38 97.3%
Gentoo Homes 115 94.7%
Hayfield Homes 38 88.6%
Hill 216 89.6%
Jones Homes 183 90.6%
Kebbell Homes 21 95.2%
Keepmoat 1129 91.9%
Kier Living 339 81.1%
Lagan Homes 84 78.3%
Lioncourt Homes 123 95.1%
Lovell Partnerships 460 91.7%
MacBryde Homes 53 94.3%
Mactaggart & Mickel Homes 58 98.2%
Malcolm Allan Housebuilders
McCarthy & Stone 816 93.5%
Miller Homes 1400 92.9%
Morris Homes 357 92.1%
Orbit Homes 22 77.3%
Persimmon Homes 6723 89.1%
Redrow Homes 1827 92.9%
Riverdale Developments
Rose Builders 22 100%
Russell Armer
St Modwen Homes 368 94.8%
Stewart Milne Group 308 86%
Story Homes 383 89.2%
Strata Homes 134 88.8%
Taylor Wimpey 4757 91%
Thakeham Group 25 96%
Vistry Homes 1947 91.3%
W Westerman 20 95%
William Davis 109 97.2%

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