In 2016 our rating scores in the HBF National New Homes Customer Satisfaction Survey improved but, overall, we remained at 3 star status.
During 2016 we continued to invest additional resources into customer focused initiatives to improve our customers’ buying experience and our HBF 3 star rating. This is helping to further improve our performance with the majority of the Group’s operating businesses showing progress
We have improved our communication processes with customers prior to them moving into their new home to give them a better understanding of the progress we are making in constructing their new home. We have also strengthened our build management processes to manage delivery of their new home to expected timeframes. Additional support is being provided through improved processes to demonstrate the features of the new home to customers, assistance with identifying any small remaining issues on moving in day and providing improved systems and processes for our customer care teams to support the prompt rectification of any outstanding matters.
We have also introduced customer care performance measures for relevant employees’ remuneration, to support a closer alignment to our objectives. Whilst these initiatives are delivering tangible improvements in our customer satisfaction ratings we remain determined to deliver further advancement this year.
A number of our businesses regularly exceed the 4 star customer satisfaction ratings. Going forward, we will continue to share and embed examples of good practice across all our businesses to drive improved performance across the Group.
HBF Star Rating
Persimmon continues to support the Consumer Code for Home Builders, which gives protection and rights to new homebuyers, ensuring that they are treated fairly and are fully informed about all aspects of their purchase. This is supported by the Persimmon Pledge, full details of which can be found here.