Thursday 13 March 2014
Story Homes awarded top industry marks for customer care
Story Homes has been awarded a top industry award for customer care.
The house building company has secured a top ‘Five Star’ rating in the home building industry’s annual customer satisfaction survey. The score is the highest possible result, with Story Homes scoring higher than competitors Lovell, Persimmon Homes, Bovis and Keepmoat.
The results were announced on Wednesday 12 March at an industry hosted event with Housing Minister Kris Hopkins in Westminster, who handed plaques to house builders who achieved the prestigious Five Star customer satisfaction rating.
A Five Star rating is judged upon results from customers, revealing that nine out of ten new Story Home buyers are satisfied with the overall quality of their home and also reveal that nine out of ten new home buyers would recommend Story Homes to a friend. The results were collated in the home building industry’s ninth customer satisfaction survey, an independently verified survey completed by 32,137 new home buyers – 56% of respondents – and carried out by the Home Builders Federation and NHBC.
Steve Errington, Chief Executive of Story Homes said: “Customer care has always been a key strength for Story Homes and we regularly receive fantastic feedback from our customers which we review and use to help us make continuous improvements to our homes and our after sales service. We are proud that this has been recognised by the national house building industry, highlighting that Story Homes is able to compete in the marketplace with some of the country’s largest housing developers. This is the highest customer care accolade for us and we will use this success to continue to push forward and become an industry leader.”
The survey, alongside the industry’s self-imposed Consumer Code, was introduced as a result of a recommendation in the Barker Review of Housing Supply which was published exactly 10 years ago this month. Since its launch, the survey has resulted in a steady improvement in customer service levels delivered by house builders. In the first year of the survey only 75% of respondents would have recommended their builder to a friend whilst 76% were happy with the overall quality of their home. Nine years ago there was just one Five Star Builder.
Stewart Baseley, Executive Chairman of HBF, said: “These results clearly demonstrate that consumers are overwhelmingly happy with the service house builders are delivering. The people who really matter – those who buy new homes as opposed to industry commentators – are giving us a clear thumbs up. Driving up customer satisfaction takes commitment from people at every level in an organisation. The steady increase in satisfaction levels over the past decade is a credit to our industry and all its employees.”