Customer Satisfaction Survey Results

The National New Homes Customer Satisfaction Survey is sent to new build buyers 8 weeks after legal completion of their new home. Customers then have 12 weeks to complete and return their forms.

Scores are published quarterly, using 12-month rolling data, approximately four weeks after each ‘reporting period’ closes.

In this section

This year's results Previous years' results Yearly results table 12-month data table

This year's results

The 2024 National New Homes Customer Satisfaction Survey results show that 90% of new build home buyers would ‘recommend their builder to a friend’, the fourth successive year that the industry has upheld a score of 90% or above.

The industry achieved a Net Promoter Score of 44 from the survey, an increase of two points on last year and up 15 points from 2020. Other notable scores include:

87.5% of respondents were satisfied with the quality of their home.
79.4% said they were satisfied that their home was completed on time.
85.2% said they were satisfied with the service provided by their builder during the buying process.
83.1% said were satisfied with the service the builder provided after move in.

Download the brochure for 2024 results.

Previous years' results

Yearly results table

Home builders participating in the survey are awarded a star rating every March, based on levels of customer satisfaction identified in the National New Homes Customer Satisfaction Survey.

Our yearly results table records each home builder's organisation size, sample size and star rating*.

*Please refer to our FAQs for more information on how the results are calculated.

Home builder		Sample Surveyed	HBF Star Rating**
A & J Stephen		30
Allison Homes Limited		118
Amethyst		23
Avant Homes		856
Barratt Developments		7762
Beal Developments		101
Bellway Homes		5027
Bloor Homes		1682
CALA Homes		1260
Cameron Homes		79
Castle Green Homes		132
Cavanna Homes		87
Churchill Retirement Living		243
Crest Nicholson		965
Croudace Homes		192
Cruden Homes		70
Dandara Homes		434
Davidsons Developments		384
Denbury Homes Ltd		67
Durkan		31
Hayfield Homes		57
Hill		254
Hopkins Homes		249
Jones Homes		155
Keepmoat		1519
Kingswood Homes		62
Lagan Homes		102
Lioncourt Homes		94
Lovell		535
M F Freeman		34
McCarthy & Stone		460
Miller Homes		2062
Morris Homes		324
Norfolk Homes		42
Orbit Homes		95
Persimmon Homes		6465
Prospect		30
Redrow Homes		2261
Rose Builders		46
St Modwen		573
Stonebond Properties		44
Story Homes		553
Strata Homes		199
Taylor Wimpey		5377
Thakeham Homes		44
Tilia Homes		412
Vistry Homes		4064
Wainhomes		495
William Davis		97

Key

= over 1,000 surveys sent

= between 300-999 surveys sent

= less than 300 surveys sent

**HBF Star Rating Key

= 90%+

= 80% - 89.9%

= 70% - 79.9%

= 60% - 69.9%

= 50% - 59.9%

= The builder did not build sufficient homes / receive sufficient responses to the survey in this 12 month period for their score to be statistically robust enough to publish

Rolling 12-month data table

Each quarter in our rolling 12-month data table is updated to represent the percentage of 'yes' responses received in the year to that quarter*.