National New Homes Customer Satisfaction Survey (CSS)

CSS Star rating results

15th Survey CSS 2020 (Completions October 2018 - September 2019)

PDF - 536.3 KB


Key Findings

For the key question on which the company star ratings are based, 89% of respondents said that they would recommend their builder to a friend, up 2% on the previous
year; whilst 91% of buyers said they would buy a new build home again. The industry achieved a Net Promoter Score of 29 from the survey.

84% of respondents were very satisfied or satisfied with the builder’s service during the sales process; 86% with the handover process and 86% satisfied with the information provided by the builder about the sale and their new home. The design of new builds scores highly with 93% satisfied with the internal design of their new home and 88% with the external design.

New homes are complex, bespoke products and 97% of people reported a ‘snag‘ to their builder. This is in line with expectations as builders encourage buyers to do so upon moving in and are then requried to fix them. Most are very minor such as paint drips, cupboard doors out of line etc. Over two thirds of people said the number of snags they reported was less than or about what they expected.

Stewart Baseley, executive chairman of HF said;

“The increase in customer satisfaction levels reflects the huge amount of work going on to ensure builders are delivering a product customers want in a way they expect it to be provided.  We have now seen three successive years of improved scores, underlining the industry’s determination to get it right for its customers. Whilst builders are now delivering levels of satisfaction that compare with any other product or sector there is still more to do. The industry is totally committed to helping put in place a New Homes Ombudsman service that will provide further reassurance and confidence for the buyers of new homes.” 

Home builder Sample Surveyed HBF Star Rating**
Avant Homes 1040
Barratt Developments 9321
Bellway Homes 5357
Bloor Homes 1822
Bovis Homes 1608
Burrington Estates 38
CALA Homes 1095
Cameron Homes 110
Campion Homes 21
Cavanna Homes 100
Churchill Retirement Living 391
Countryside Properties 1126
Crest Nicholson 1035
Croudace Homes 172
Cruden Homes 107
Davidsons Developments 418
Duchy Homes 27
Galliers Homes 51
Galliford Try Partnerships & Regeneration 236
Gentoo 105
Hayfield Homes 48
Hill 230
Jones Homes 227
Kebbell Development 23
Keepmoat 1583
Kier Living 420
Lagan Homes 90
Linden Homes (Housebuilding) 1391
Lioncourt Homes 143
Lovell 551
Macbryde Homes 111
Mactaggart & Mickel Homes 79
Malcolm Allan Housebuilders 15
McCarthy & Stone 1180
Miller Homes 1714
Morris Homes 469
Orbit Homes 38
Persimmon Homes 8323
Redrow Homes 2863
Riverdale Developments 28
Rose Builders 24
St Modwen Homes 452
Stewart Milne 380
Story Homes 563
Strata Group Ltd 215
Taylor Wimpey 6619
Thakeham Group 24
W Westerman 23
William Davis 141
= 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