About the Customer Satisfaction Survey
What are the Customer Satisfaction Survey results?
The National New Homes Customer Satisfaction Survey is run by the Home Builders Federation (HBF) and is the longest running measure of customer satisfaction with new build homes.
The survey is sent to buyers of new build homes at 8 weeks and then again at 9 months after legal completion of their new home.
The Customer Satisfaction Survey results currently available on this website are for the 8-week survey. The New Homes Quality Board will also be publishing the 9-month survey results.
Only developers who are active with the NHQB, participate in the National New Homes Customer Satisfaction Survey, have received 20 or more survey responses, and have agreed to have their results being published, will have their survey results displayed on this website.
What are the survey questions?
The results displayed are responses to the following five questions from the customer satisfaction survey:
- Would you recommend your builder to a friend?
- How satisfied are you with the build quality (of your new home)?
- How satisfied are you with the service provided by your builder during the buying process?
- How satisfied are you with the standard of finish (of your new home)?
- How satisfied are you with the service provided by your builder since you moved in?
What do the arrows mean next to the survey questions?
If the developer has survey results published, you will see an upwards, downwards or horizontal arrow appear next to each survey question.
The arrow shows whether the survey results score has improved (arrow up), declined (arrow down) or stayed the same (horizontal arrow), since the last set of results were published.
For example: If Developer A had a previous score of 70% and their current score shown is 80%, an upwards arrow would appear next to the 80% to show an improved score.
How often are scores published?
Scores are published quarterly, using 12-month rolling data, approximately four weeks after each ‘reporting period’ closes.
This helps to provide customers with timely updates and helps developers to monitor their performance.
Why aren’t survey results shown for each developer? / What does ‘data not available’ mean?
Developers will only have their customer satisfaction survey results displayed on this website if they meet the following criteria:
- Have an Active registration with the New Homes Quality Board
- Participate in the National New Homes Customer Satisfaction Survey
- Have received 20 or more responses to the survey
- Have consented to their results being published on this website
If the developer does not meet all the criteria listed above, they will have ‘data not available’ shown next to each of the survey questions.