Customer Satisfaction Surveys

NHBC carry out homeowner satisfaction surveys at 8 weeks and 9 months after legal completion.  Last year we sent out approximately 150,000 surveys.  The results of these surveys were reported to builders to help highlight any areas for improvement.  The reports contain benchmark comparisons with builders of a similar size to show how the builder performs against his peer group.

We can provide the following analysis:

• Quarterly group, divisional and subsidiary level reports
• Quarterly site based reports - to pinpoint where the problems arise
• Monthly snapshot subsidiary reports to give you an early sight of the results
• Category analysis of the free form comments received to give you an understanding of the issues
• Executive summary presenting key messages as either a presentation or a written report.

The 8 week survey is branded as the HBF survey for HBF members.  This is the basis for the customer satisfaction star rating that HBF publishes.  Builders who are not members of HBF can benefit from taking our 8 week survey to give a comparison to the published results of HBF members.

If you would like to discuss how we can help you in this area, please call 0844 633 1000 and ask for 'Customer Satisfaction Surveys'