Tuesday 22nd March 2022
Gold & Outstanding Customer Satisfaction Awards 2022
In-house Research is proud to recognise the achievements of our clients for the survey year covering customers who purchased between 1st January 2021 and 31st December 2021.
In this annual survey, a total of 43,722 telephone customer satisfaction surveys were completed for our clients across the house building and construction industry with an industry average response rate of over 70%. This high response rate gives credibility to data and helps our clients understand the experience their customers go through and, more importantly, analyse areas in which they can improve.
Gold Award for Customer Satisfaction
The Gold Award is provided to housebuilders that achieve a recommendation score of 90% for the full survey year. This is based on responses to a 'yes/no' question on the customer satisfaction survey that asks new homeowners whether they would recommend their builder to a friend.
This Award recognises housebuilders that put customers at the heart of everything that they do in order to ensure each and every experience lives up to expectations. Buying a new home is rated as one of the most stressful experiences in our lives, but these housebuilders make the experience as seamless and easy as can be. Not only that, the high level of customer recommendation evidences good build quality, great design and aftersales support that builds confidence.
Outstanding Award for Customer Satisfaction
The Outstanding Award is provided to housebuilders that achieve a Net Promoter Score (NPS) of 70 or above for the full survey year. This is based on responses to a standard Net Promoter question on the survey that asks new homeowners how likely they would be to recommend their builder to a friend on a scale of 0 to 10.
This Award recognises only the very best with a high benchmark only achieved by c. 10% of the industry. An NPS of 70 shows a true commitment to placing customer satisfaction first and foremost throughout the design, construction, sales and service pipeline. A score at this level can only be achieved by delivering an exceptional service that goes above and beyond expectations and captures the heart of the customer.
About In-house Research Ltd
In-house Research Ltd have been measuring customer satisfaction since 1998. All surveys are conducted primarily over the telephone, ensuring all customers are given a fair and equal opportunity to provide feedback on their experience. They specialise in capturing the voice of the customer, enabling businesses to learn not just ‘what’ needs improving, but ‘how’ it can be improved using the customers own words.