Customer Satisfaction Awards
A New Approach for 2026
From 2026, the criteria for the Customer Satisfaction Awards have been significantly updated to provide a more complete and reliable reflection of the homebuying epxiernence.​
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Previously, awards were primarily based on a single recommendation score. While this provided useful insight, it did not fully capture the wider customer experience. The new approach focuses on overall satisfaction with key stages of the buying journey, ensuring the awards better reflect what matters most to customers.
Under the revised model, awards are determined using a weighted satisfaction score that combines feedback across several key areas of the homebuying experience. These include:
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Satisfaction with how customers were kept informed and updated during the process
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Satisfaction with the condition of the home at handover
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Satisfaction with how the builder dealt with any defects or issues
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Whether customers would recommend the housebuilder to others
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By bringing these measures together, the awards now provide a more balanced and meaningful assessment of customer satisfaction across the full buying journey.
Award Levels
Ensuring Trust and Reliability
To ensure the awards are credible and based on reliable data, results must also meet strict statistical standards. A minimum margin of error requirements is applied based on the number of homes completed by each builder, helping ensure the feedback reflects a representative sample of customers.
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This approach helps maintain the integrity of the awards and ensures that recognition is based on robust, independently collected customer feedback.
Why the Awards Matter
Buying a home is one of the most important decisions people make. The In-house Customer Satisfaction Awards help highlight housebuilders who are delivering a positive experience for their customers and continually striving to improve.
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For consumers, the awards provide a clear signal that a builder has been independently recognised for delivering high levels of customer satisfaction based on genuine homeowner feedback.