National New Homes Customer Satisfaction Survey (CSS)

CSS Star rating results

Key Findings

18th Survey CSS 2023 (Completions October 2021 - September 2022).pdf

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For the key question on which the company star ratings are based, 90% of respondents said that they would recommend their builder to a friend, the third year in a row that this score has been 90% or above. The industry achieved a Net Promoter Score of 42 from the survey, up 13 points in the last three years. Other notable scores include:

  • 88% of respondents said they were satisfied with the quality of their home. 78% also said they were satisfied with the standard of finish in their home.
  • 77% said they were satisfied that their home was completed on time. This is despite the severe supply chain issues that the industry has faced, due to the hangover from the pandemic coupled with the war in Ukraine.
  • On the design of new build homes, 92% of respondents were satisfied by the internal design of their home, and 84% with the external design.
  • 81% said they were satisfied with the service provided by the builder after move in.
  • 95% of respondents said they had reported snags to their builder since move in, and 71% said the number of snags was in line with or less than what they had expected. Most snags will have been minor problems and new build buyers are encouraged to report these to their builder.
  • 90% of those surveyed also said they would buy a new build home again, with 85% saying they would buy from their same builder again in the future.

Stewart Baseley, executive chairman of HBF said;

“To have 90% of consumers recommending you is a fantastic achievement and demonstrates the industry’s overwhelming commitment to delivering high levels of customer service.

“Despite hundreds of thousands of homes being built each year, this year’s survey shows the vast majority of customers are happy with their purchase and the service provided by their builder.

“Homebuilders remain focused on driving improvements in this area and the creation of an independent New Homes Ombudsman and a more robust Consumer Code will support this drive and should lead to even higher levels of customer satisfaction moving forward.”

Home builder Sample Surveyed HBF Star Rating**
A & J Stephen 27
Avant Homes 978
Barratt Developments 8467
Beal Developments 121
Bellway Homes 5057
Bloor Homes 1901
Burrington Estates 36
CALA Homes 1425
Cameron Homes 104
Campion Homes 15
Castle Green Homes 104
Cavanna Homes 81
Churchill Retirement Living 307
Countryside Partnerships 1518
Crest Nicholson 1095
Croudace Homes 143
Cruden Homes 76
Dandara Homes 429
Davidsons Developments 438
Denbury Homes Ltd 49
Durkan 21
Eccleston Homes 33
Galliers Homes 25
Gentoo 156
Hayfield Homes 90
Hill 238
Hopkins Homes 312
Jones Homes 207
Kebbell Development 29
Keepmoat 1652
Kingswood Homes 61
Lagan Homes 95
Lioncourt Homes 74
Lovell 479
Malcolm Allan Housebuilders 23
McCarthy & Stone 513
Miller Homes 2041
Morris Homes 492
Norfolk Homes 30
Orbit Homes 81
Persimmon Homes 6746
Redrow Homes 2611
Riverdale Developments 33
Rose Builders 36
St Modwen 541
Stewart Milne 327
Stonebond Properties 47
Story Homes 520
Strata Homes 242
Taylor Wimpey 5436
Thakeham Homes 63
Tilia Homes 427
Vistry Homes 4103
Wainhomes 526
William Davis 107
= over 1,000 surveys sent
= between 300-999 surveys sent
= less than 300 surveys sent
**HBF Star Rating Key
= 90%+
= 80% - 89.9%
= 70% - 79.9%
= 60% - 69.9%
= 50% - 59.9%
= 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