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 21 95%
Avant Homes 822 90.3%
Barratt Developments 7474 94.5%
Beal Developments 58 100%
Bellway Homes 4829 94.3%
Bloor Homes 1787 94.4%
Burrington Estates 27 92.6%
CALA Homes 927 94.8%
Cameron Homes 152 91.3%
Campion Homes
Castle Green Homes 103 93.1%
Cavanna Homes 93 88.9%
Churchill Retirement Living 190 92.2%
Countryside Properties 1199 91.7%
Crest Nicholson 163 91.7%
Croudace Homes 911 92.5%
Cruden Homes 67 86.2%
Dandara Homes 220 90.8%
Davidsons Developments 374 92.5%
Duchy Homes 58 93%
Eccleston Homes 32 90.6%
Galliers Homes 41 95.1%
Gentoo Homes 124 92.7%
Greensquare Homes 22 100%
Hayfield Homes 65 90.9%
Hill 239 95.4%
Hopkins Homes 214 89.6%
Jones Homes 233 88.3%
Kebbell Development 35 85.7%
Keepmoat 1070 92.8%
Lagan Homes 149 89.9%
Lioncourt Homes 95 91.6%
Lovell 638 90.8%
Mactaggart & Mickel Homes 66 93.9%
Malcolm Allan Housebuilders
McCarthy & Stone 313 94.8%
Miller Homes 1498 92.3%
Morris Homes 424 93.1%
Orbit Homes 27 77.8%
Persimmon Homes 7582 91%
Redrow Homes 2511 93.7%
Riverdale Developments 42 97.6%
Rose Builders 23 100%
Russell Armer
St Modwen Homes 447 96.6%
Stewart Milne 346 83.5%
Story Homes 461 94.3%
Strata Homes 206 92.2%
Taylor Wimpey 5268 92.4%
Thakeham Group 87 93.1%
Tilia Homes 457 81.6%
Vistry Homes 2843 92.3%
W Westerman
William Davis 130 96.9%

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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