Real Estate Blog - New Home Builder Customer Satisfaction Results

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New Home Builder Customer Satisfaction Results - The J.D. Power List is Out

JD Power J.D. Power conducts surveys to help potential customers gain insight into the level of satisfaction that consumers have with regard to companies with whom they have experience. They cover the gamut of commodities, from vehicles, to electronics, financial services, health-care, travel, insurance, telecom and yes... even homes.

They've announced the results for new home builders, which they break down by major metro areas. Here's the Phoenix area Top Ten (With regard to Overall Customer Satisfaction):

Click on the above link to see how the builders performed. You will also be able to sort the results by other categories such as: Overall Customer Satisfaction, Builder's Sales Staff, Builder's Warranty / Customer Service Staff, Workmanship / Materials, and Price / Value.

Would you like to know the ratings for other metro areas? Go here:

J.D. Power Home Builder Customer Satisfaction Results- Rated by Metro Area

NOTE: These ratings take into account all subdivisions. I would caution consumers to realize that each subdivision will have its own set of advantages andvdisadvantages. Subdivisions will also vary in quality and price range. In other words, the luxury line of any builder may produce a different level of satisfaction than the starter home. It's important to consult with those who have a great deal of experience in the new home market.

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Interested in purchasing a new home? I'm a real estate agent who specializes in new home buyer assistance. Let's talk... purchasing a new home offers quite a few advantages over existing homes. There are also a few caveats. Our consultation is free... and, should you decide to pursue purchasing a new home- all searches and assistance are complimentary as well.

Chuck Willman, Accredited Buyer's Representative, Gentry Realty

www.NewHomesAZ.com - chuck@NewHomesAZ.com - 480.292.0600

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J.D. Power Award is property of J.D. Power and Associates

Posted by Chuck Willman, Arizona Realtor® 480.292.0600 on 09/12/2008 01:26 AM

Comments (15)

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Originally posted at: Arizona Real Estate Specialists: New Home Builder Customer Satisfaction Results - The J.D. Power List is Out

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15 Comments on New Home Builder Customer Satisfaction Results - The J.D. Power List is Out

SEP

2008

Hi Chuck, what a great list to be included on if you are a builder! A big thank you for the link. My brother-in-law has worked for Rutenberg in FL for years and has seen a multitude of builders come and go... and is hoping they can hang on.

Thanks Chuck for providing this info. It makes me feel pretty proud that I have sold some of the top rated builder's homes in Atlanta and I agree with the list.

Thanks for sharing the link. Sadly, Boise Idaho was too small to make it on their list though. I guess I'm used to that by now! ; )

SEP

2008

Susie- I hope the builders can hang on as well... they're in a very tough position right now and I'd hate to see any more of them fall by the wayside.

Jen- I'm glad you do your homework. It's so important for agents to be aware of what the builders have to offer.

Pam- Well... it's a good thing Boise has a local expert.

SEP

2008

Thanks Chuck! I didn't realize that it had come out. Thanks for sharing :-)

SEP

2008

Hi Chuck

As we move forward customer service will become an important aspect of the builders business and future referrals. J. D. Power is an important award for a builder and will generate future business for them.

Good luck and success

Lou Ludwig

SEP

2008

Chuck,

This post has a gold star from the New Homes Sale Group....(sorry no extra points but thanks for posting there).

Chuck,

You get a gold star even after Julie didn't delete your comment on her bailout post....great work....

Lara- I like to keep track of this... I'm a little bit late to it myself.

Lou- It sure is interesting. Did you notice that a builder can be well above average and below average depending on the development.

Julie- I'm surprised! Is it ok if I affix the gold star on my forehead?

Conrad- She's so gracious... why does that not surprise me?

OCT

2008

The survey showed an increase in customer satisfaction over the prior year. Customer satisfaction scores were based on nine factors, which respondents ranked in order of importance:

sales staff (15 percent)
warranty/customer service staff (15 percent)
workmanship/materials (14 percent)
price/value (14 percent)
home readiness (13 percent)
construction manager (13 percent)
recreational facilities (7 percent)
design center (6 percent)
location (4 percent)

It is noteworthy that the change in customer satisfaction was only partly driven by sales incentives and enhanced standards. 92% of the survey respondents reported receiving sales incentives with the average incentive topping $16,500. But customer satisfaction did not appear to be driven by pricing alone. It was also driven by better customer service as well as a focus on design, quality, and value.

On-time deliveries increased to 70% up from 58% in the prior year.
Customer design satisfaction increased 36 points to 782 on a 1,000 point scale, driven largely by increased plan flexibility and a willingness among builders to make minor changes, such as moving interior walls or modifying room dimensions.
Of the eight criteria driving customer satisfaction with the design of their homes--floor plan, master/primary bathroom, kitchen, ability to customize, interior comfort/environment, flooring, exterior architectural design, and windows/exterior doors--floor plans were weighted most heavily by respondents in 2008 up from 6th place in the prior year.

When I reviewed the survey, I concluded that "we are a people business", "value is more important than price", and "customer service sells homes."

OCT

2008

Hi Chuck, very interesting info. Thanks for posting. Ryan, with the insight of how it was scored, it surprises me even more that Maracay wasn't up top. I think they do a wonderful job in all areas. (No, I don't work for them) :)

Thank you for the list, I'm surprised by some of the results for some of the builders based on feedback i received from some of my clients

OCT

2008

Chuck,

Great information! These results ought to push other builders to achieve greater qualities in their future product and also to know what it is that consumers are looking for when purchasing new homes. Thanks for sharing.

OCT

2008

JD Power is a great source to start your search. It is always good advise to educate yourself before making any major purchase.

Ryan- That's quite a bit of information... worthy of a singular post... thanks for the visit.

Robyn- I've noticed that the same builder can earn very different results even within the same geographic area.

Andrew- I try to keep up with all the builders- which is a daunting task... every bit of information helps.

Michelle- In this competitive market place, having groups like these offers one more way to assess the way customers feel about their purchase.

Rob- It's nice to have the information. Of course, these surveys are hind-sight in some cases... especially with regard to neighborhoods that sold so quickly that results came in after the fact.

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