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Homeowners feedback earns Story Homes gold recognition

April 2016

Steve Errington and Tom Weston

CEO Steve Errington with Tom Weston of In-house

Story Homes has been awarded both gold and outstanding accreditation’s by In-House Research, the customer satisfaction research body for the residential property sector.

The results come from an independent national survey in which consumers are asked specific questions relating to their home buying experience. Overall, Story Homes achieved a 96 per cent rating with a 74 per cent response rate from its homeowners.

We also achieved a net promoter score (NPS) of 74 per cent, based on 344 survey respondents out of a possible 410 homes that it built in 2015. The NPS is a metric used to gauge satisfaction and loyalty in a brand’s customers. In order to achieve an outstanding award, companies have to have 50 or more completed surveys and achieve an NPS of 65 or above.

During a year when customer satisfaction has been a challenging demand to meet due to many builders struggling to manage an industry-wide increase in completions, the developer has excelled in delivering quality service. These results reflect our commitment to going above and beyond customers’ expectations and highlights the satisfaction felt by its homeowners.

Steve Errington, CEO of Story Homes, commented: “Customer satisfaction is a key driving force across everything we do – from how we design our houses to the home buying process and land acquisition. Being recognised as outstanding in this area is incredibly important as it’s the only way we can know for sure how our customers have experienced their journey to home ownership and the finished product. We’re delighted to accept these awards.”

Tom Weston, Head of Client Liaison at In-house Research comments: “It’s been a challenging year with legal completions higher than in 2014 and many builders struggling with increased volumes but overall customer satisfaction and recommendation scores have remained high. This shows a great deal of continued focus on the importance of customer satisfaction, as the fact that we speak to an average of 74% of home buyers just proves that these are statistics that can be trusted.”

Frank, Tom, Louise

L-R Frank Lincoln, Production Director, Tom Weston of In-house and Louise McGuckin, Sales Director

Alongside these recognitions, we have a five star Home Builders Federation Customer Satisfaction rating, which further highlights its dedication to ensuring customers are a primary focus for the developer.