Crest Nicholson Residential
Crest's seven-stage customer care strategy could stand as a model for the industry and produces consistently good results. The strategy extends from build and quality procedures for site staff through customer information and involvement, to after-sales care and a customer survey that is a monitoring and problem identification tool. The judges were particularly impressed with the company's hot alert process, which routes any customer survey form recording a less than 50% score on any question to the group managing director for action. Every Crest home is checked by site staff in a 500-point inspection as well as by buyers at three build stages. As an added incentive to Crest's regional teams to apply the care strategy, performance rewards are based on customer satisfaction levels. The company's excellence in this field has also been recognised in the Housing Forum's first national Customer Satisfaction Survey.
Second
Alfred McAlpine (now Wimpey)
Improvement has really been taken to heart by Alfred McAlpine. Customer satisfaction and buyers' willingness to recommend the housebuilder to friends are all increasing as the company reaps the rewards of improvements in its procedures. Operations now include a comprehensive home inspection process for site staff, a home demonstration session and Home File information pack for buyers, a customer satisfaction survey and an in-house customer care team. And the company is still improving its customer service, most recently adding a second survey for buyers, to be carried out after their first year of occupation.
The firm’s statistics show a very high but still rising level of customer satisfaction
Source
Building Homes