As the representative for the new homes industry and the customers within it, each year the HBF collates the National New Homes Survey - one of the largest consumer satisfaction surveys in the country - to calculate a star rating for all builders who are part of the scheme. This survey is operated independently by the NHBC.
We’re proud that our customer satisfaction score continues to climb, year-on-year. The business has also maintained an ‘excellent’ rating on Trustpilot with an average score of 4.5 from over 4,000 customer reviews. We’ve continued to strengthen our customer experience and homebuyer journey by conducting research into what people want from their new homes, supporting them in their journey, and giving them the tools they need to configure their dream homes to accommodate their individual lifestyles.
The HBF five-star rating is testament to our continuous efforts in rolling out customer service focused initiatives, including:
1. New Customer Experience Suites
The launch of our new customer experience suites across the country has contributed to enhancing engagement with customers at all stages of the home-buying journey. From hosting welcome parties, to handling queries, our customer experience suites are the real hub of our customer journey. We have also combined the knowledge and expertise of our sales consultants with industry leading technology to be the first housebuilder to effectively remove paper from its sales centres.
The digital-first approach to the Customer Experience Suites introduced interactive screens and site-plans, while providing dedicated spaces for existing customers to meet with their customer service contacts. The paperless customer journey also supports our placemaking principles to build sustainably.
2. Redrow’s commitment to supporting homeowners
We believe that the only way to address the UK’s chronic housing shortage is to build more quality new homes, as well as ensuring potential buyers are supported by both industry and government initiatives, which is why we’ve offered Help to Buy across qualifying developments.
However, while we support customers in the run up to purchasing and moving into their new home, that isn’t where the customer journey ends. Our award-winning online portal, Homeowner Support, is an easy area to log issues, as well as including videos and articles to help with common household queries.
Over 90% of our customers use this platform to interact with us and it emphasises the importance of keeping connected. We have also introduced customer communication videos at various stages of the customer journey, from confirming appointments to giving virtual home tours. It’s also through this platform that we invite buyers to select their welcome hamper, perfectly linking the digital and physical customer service - which we know is really important.
3. Our award-winning teams separate us from the rest
We had plenty to celebrate in 2021, with awards across the board. Our customer service team was shortlisted for the Institute of Customer Service UK Customer Satisfaction Awards 2021 in the Best Customer Satisfaction Strategy category, and we also won a Housebuilder Award for Best Customer Satisfaction Initiative for our Homeowner Support platform.
We also currently have a 4.5 (excellent) star rating on Trustpilot, generated from reviews from customers and providing a space that links the physical and online customer service that Redrow offers.
This customer service recognition is then complemented with wider industry kudos for Redrow, with double silver at the What House? Awards – regularly referred to as the ‘Oscars’ of the housebuilding industry – for Best Large Housebuilder category and Best Public Realm. We also received two top awards for graduate training, and customer satisfaction in the industry’s annual Housebuilder Awards.
These four latest accolades follow closely from us collecting 13 UK Property Awards – including a national award for redrow.co.uk and a coveted five-star award for interior design and a bronze title for our Reduce the Rubble campaign at the 2021 Global Good Awards.
Matthew Pratt, Group CEO, said: “At Redrow we’re dedicated to giving people a better way to live and so we’re delighted to have once again been named as a 5 star builder by the HBF.
“As a business we continue to invest in making our customers’ lives better; whether that’s through finding new ways of communicating throughout their customer journey, such as personalised videos from our colleagues, or by implementing new technological solutions, such as our innovative Homeowner Support portal. The feedback from our customers is incredibly important to us and I’m grateful to all of our colleagues for their continued work and focus on delivering great customer service, as shown by this award and our customer satisfaction scores increasing year-on-year.”
Emma Morris, Customer & Quality Director, comments: “We’re always looking for ways to give the best service, with our customer service journey inspired by both the best retailers outside of our industry, and of course, informed by our customers.
“Our five-star rating in customer satisfaction from the House Builder Federation is testament to the fact that our customer-first mindset drives our actions daily, and we’re grateful to have our efforts recognised by those who matter most. We review every survey in detail and use the findings to continue to deliver support to our customers, while looking for innovative ways to make homes that are fit for the future.”
Read more about some of the faces behind our five-star customer service.
