Raising standards to protect homeowners
Customer Satisfaction Surveys
Customer feedback is one of the most effective ways to ensure that your time and resources are being deployed is the most effective way.
NHBC carries out homeowner satisfaction surveys at 8 weeks and 9 months after legal completion and last year alone we sent out over 80,000 surveys. The results are invaluable in highlighting any areas for possible improvement or advantage, especially as the reports contain benchmark comparisons with builders of a similar size so you can assess your performance against your competitors.
What we deliver
Working with NHBC means:
- Online reporting.
- Real-time reporting with results available as soon as surveys are completed by the homeowner for online submission and within one working day of paper submission.
- Flexible reporting: For example you can chose to report by house type, price paid, number of bedrooms and other criteria.
- Export reports to PDF making them easy to email.
Options include
- Customise the survey with you own questions. You might want to ask some questions that relate to housing design or to your own KPI's. Could this mean that you no longer need a separate customer survey?
- Customer alerts in real¿time when poor satisfaction survey results are captured, enabling you to take immediate action.
- Attributed customer comments, so that you can see where they are from (the customer must have 'opted in' for this).
- Site-level reporting enabling you to drill-down to site level homeowner satisfaction results. This allows you to identify problem areas.
- Multiple-user access to the results, with the facility to specify access to reporting by group, division and subsidiary.
More details:
For further details of the service please call 0844 633 1000 and ask for 'Customer satisfaction surveys' or email homeownersurvey@nhbc.co.uk
About NHBC
NHBC's extensive involvement in the new build markets means that we survey an extremely representative sample of customers, from across the country, so that our research analysis is generally more reliable, comprehensive and up-to-date than individually commissioned research.
8 week Industry Survey
All builders completing more than 300 homes per year are automatically included in the 8 week survey. This survey used to be branded as the HBF National New Homes survey, but changed with the introduction of the consumer code. Participation in this survey is optional for builders completing less than 300 homes per year
For builders participating in the HBF annual customer satisfaction star rating scheme, the results of the 8 week survey are the basis for the star ratings.