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Author Topic: HBF releases 2013 New Home Customer Satisfaction Survey results  (Read 13869 times)

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Philofacts

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HBF release 2013 Customer Satisfaction Survey - Just in time for Easter!
You don't have to be cynical to realise that the Home Builders Federation (HBF) have released the results of their 2013 Customer Satisfaction Suvey, today to coincide with an earlier Easter this year!

Of the 'highlights' are claims that "90% of new home owners are so delighted with the quality of their new home, they would recommend their builder to a friend."
- Hardly indicative, as the survey was completed by just 29,330 new home buyers!
About a third of new home buyers for each of the larger house builders completed the survey.
Not surprising as only 53,270 surveys were sent out in the period October 2011 to September 2012, with nearly 24,000 new home buyers deciding not to complete and return the 10 question, tick-box survey.

HBF claims that "new homes are an attractive option for homebuyers more than ever before" 
- Really? Shame on you!  Those 'in the know' and buyers stuck with sub-standard new homes that builders refuse to put right will be both surprised and annoyed by such claims.

It comes to something when the industry body uses these as "advantages" of new homes in their marketing spin:

"High build quality"   - Who writes this stuff!
"Finance Options available" - These are the Government subsidies such as NewBuy and FirstBuy.
"Environmentally friendly and cheaper to run"   - Well they would be, they are now so small that heating costs are bound to be lower than older but larger homes!
"Peace of mind in the unlikely circumstance that a significant defect occurs" The  warranty! 
"Unlikely"? - Tell that to the NHBC who paid out £45million in major claims in warranty years 3 - 10 in the 2009/2010 year.

Despite HBF's claims of improving quality, 24% (5) of the 21 larger star-rated house builders failed to achieve 5 stars, ie above 90% 'customer satisfaction'.
Last year the figure was 18% of the 16 larger house builders.
Persimmon, building 9,903 new homes in 2012, failed to achieve five stars for the second year running along with Keepmoat (1,200 homes) and Linden (3,039 homes).

Hardly an indication of ongoing improving quality of UK new homes!

A YouGov Poll in 2010 carried out on behalf of the RIBA as part of their study into the ever decreasing size of UK new homes found that only one in four UK home buyers would choose to buy a home built since 2001.

When asked last year, why the results of the individual builder scores for every question not made public by the HBF?
A spokesman for the HBF told us that:
"publishing more detailed company results would not have had any more impact on raising customer satisfaction among new home buyers.
But it would most certainly have provided food for those who are prejudiced against the industry and simply seek to criticise."

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Losttheplot

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Re: HBF releases 2013 New Home Customer Satisfaction Survey results
« Reply #1 on: March 12, 2013, 10:16:55 am »
I agree, those 5-star quality flags are meaningless.
All they say is that a selected proportion of a house builder's buyers are taken in by the new home euphoria and unaware of any defects due to their naivity.

It should be noted that in the 2013 survey,  the HBF have included house building 'minnows' such as Cavanna Homes, Davidsons Developments, and Mactaggart & Mickel in their star ratings table -  unsurprisingly, all attained five stars for the 100 or so new homes they each built.


Philofacts

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HBF Customer Surveys cannot be independent or indicative
« Reply #2 on: March 13, 2013, 08:56:11 am »
There are several reasons why the HBF New Home Customer Satisfaction Survey results cannot be viewed as independent or indicative of the improving quality of new homes or an improving service being provided by house builders:

 The HBF is "the voice of the home building industry in England and Wales. representing member interests on a national and regional level."   
    The House builder's interests come first!
 Survey is not completed by every new home owner/occupant.
 Taking part in the survey is "optional"  Those receiving unfavourable scores can opt-out of the results.
 Surveys are only sent out to buyers whose house builder is a paid-up HBF members.
 The survey is restricted to privately sold new homes. Buy-to-let and social housing owners do not receive the survey.
 One house builder, attained a "five-star" rating status with as few as just 53 home buyers "recommending them" in the survey.
 The survey results are weighted.
 The individual builder scores for every question not made public by the HBF.  What are they afraid of?  What are they hiding?

Our own survey at Consumer Satisfaction Survey, whilst uncontrolled, would appear to indicate that in 118 responses:
Would you recommend your builder? 
Yes 15.3% and No  40%.
Overall, are you satisfied with your new home?
Yes 20.3% and No  35.6%

It is time the survey was sent to EVERY new home owner with the all the results ratified and published by a truly independent organisation. 
Only then will the star rating have any real value and meaning.

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