The HBF’s annual National New Homes Survey found more than 95% of Redrow customers would recommend us to a friend.
Operated independently by the National House Building Council (NHBC) and Local Authority Building Control (LABC), and validated by Reading University, it’s one of largest independent customer satisfaction surveys in the country.
New homeowners are sent a survey eight weeks after their completion date and have 12 weeks to return their views on their homebuying experience, including the quality of their home, the service from the Redrow team, and their completion time.
Emma Morris, customer & quality director at Redrow, said: “We’re delighted that once again more than 90% of our customers would recommend us to a friend. While the recommend score is a great headline statistic, and informs our five-star rating, all feedback received as part of the survey aids our continuous drive for higher satisfaction levels. We’re grateful to every customer who completes it.”
Neil Jefferson, chief executive of the Home Builders Federation, said: “This year’s survey results highlight the industry’s absolute commitment to delivering high levels of customer service, and compare favourably to satisfaction levels seen in other sectors or products.
"Customers are the ultimate judges of performance, so receiving such high scores based on their feedback alone is a significant achievement. These results are a testament to the dedication and hard work of the entire home-building workforce, from on-site teams to the boardroom."
The latest achievement follows our triumph in the Best Customer Satisfaction Initiative category at the 2024 Housebuilder Awards – our second win in a row in the category – for our strategy to harness customer feedback.
We also have an ‘excellent’ Trustpilot rating with more than 9,000 reviews.
We were also one of first homebuilders to implement the New Homes Quality Board’s code of practice, which offers better protection and increased transparency for customers.
Recommend scores: explained
The recommend score of 90%+ for Redrow is based on customers being asked the following question: would you recommend your builder to a friend? More than 90% said ‘yes’.
