National New Homes Customer Satisfaction Survey (CSS)

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CSS Star rating results

CSS HBF Brochure 2019

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Key Findings

For the key question on which the company star ratings are based, 87% of respondents said that they would recommend their builder to a friend, up 1% on the previous year; whilst over 90% of buyers said they would buy a new
build again. The intense focus on quality and service, allied with the increased industry capacity has seen improvements across all key areas. 82% of buyers were happy with the sales
process and 85% with the information provided by the builder about their home, up 1%, whilst 86% were happy with the quality of their new home, again up 1%.
New homes are complex, bespoke products and two thirds of those polled said the number of problems (snags, usually minor such as paint drips, cupboard doors out of line etc)
was in line with their expectations. 58% had less than 11 issues with their new home. 77% of people were happy with the builder’s after sales service including how they dealt with any snags or issues, up 2%.
In terms of the design of their new home, 93% of buyers were happy with the internal design of their new home and 87% were happy with the external design.

Home builder Sample Surveyed HBF Star Rating**
A & J Stephen 39
Galliford Try Partnerships & Regeneration 153
Linden Homes 1514
Avant Homes 919
Barratt Developments 8487
Bellway Homes 4610
Bloor Homes 1688
Bovis Homes 1430
CALA Homes 1006
Cameron Homes 125
Cavanna Homes 102
Churchill Retirement Living 364
Countryside Properties 870
Crest Nicholson 1132
Croudace Homes 180
Davidsons Developments 299
Duchy Homes 35
Galliers Homes 59
Gentoo Homes 91
Hill 145
Jones Homes 210
Keepmoat 1388
Kier Living 417
Lagan Homes 95
Lioncourt Homes 100
Lovell Partnerships 348
Mactaggart & Mickel Homes 96
McCarthy & Stone Retirement Lifestyles 1330
Miller Homes 1540
Morris Homes 461
Orbit Homes 43
Persimmon 8234
Redrow 2923
Russell Armer 20
St Modwen Homes 281
Stewart Milne Group 359
Story Homes 470
Strata Homes 319
Taylor Wimpey 6017
W Westerman 25
William Davis 76

Scores are rounded up or down to the nearest full percentage point. Numbers up to .5 are rounded down; numbers from .5 are 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
**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
css 2019 CHARTS PART 1
CSS CHARTS 2019 PART 2
css 2019 CHARTS PART 3
css 2019 CHARTS PART 4