Annual survey shows record approval levels
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New home buyers are more satisfied than ever before with the quality and service they receive, according to the latest customer survey for the Home Builders Federation (HBF).
The results for the period up to September 2009 put customer satisfaction at record levels, matching or exceeding those reached in other industries or sectors.
Key findings show that almost 9 out of 10 buyers (88%) are very or fairly satisfied with the overall quality of their new home (up from 77% on the previous survey).
The same number nearly 9 out of 10 (88%) - would recommend their builder to a friend (up from 76% on the previous survey).
David Pretty, Chairman of the New Homes Marketing Board, said: This is a tremendous result both for home buyers, who reap the benefits of continually improving standards, and for the housebuilders who have worked so hard to deliver ever-increasing satisfaction levels to customers.
Whats more, these results have been achieved despite the survey covering a period during which home buyers and housebuilders were struggling with the worst housing downturn for 80 years. It is not just a testament to the industrys commitment but a real boost to market confidence.
As a consumer protection body we are, of course, delighted that customer satisfaction has risen in the midst of the most savage downturn the industry has seen in post-war years
The new survey results echo findings from a number of independent surveys. In 2006, CABE (the Commission for Architecture and the Built Environment) found that 91% of new home buyers were satisfied and in 2008, an Office of Fair Trading examination of new home buyers found 80% would be very or fairly likely to buy a new home again.
All the evidence we now have contrary to some public perceptions demonstrates clearly that the housebuilding industry is delivering in
the overwhelming majority of cases the type of homes our customers want, in a manner with which they are satisfied said David Pretty.
Imtiaz Farookhi, Chief Executive of the National House-Building Council the organisation that collects and compiles the results on behalf of HBF and is involved in work on increasing customer satisfaction, said: As a consumer protection body we are, of course, delighted
that customer satisfaction has risen in the midst of the most savage downturn the industry has seen in post-war years.
HBFs national survey of new home buyers was launched in 2005 in response to one of the recommendations of the Barker Review of Housing Supply (2004). Details here are from HBFs fifth Customer Satisfaction Survey, covering the 12 months October 2008 to September 2009.
