- Redrow awarded a Five Star rating once again following a survey of its customers
- Award reinforces its 4.6 / 5 ‘excellent’ TrustScore rating on consumer review website Trustpilot, and cements its commitment to customers
- New bespoke video technology launched to enhance transparency of the home building process for buyers at all stages of their Redrow journey
- Extension of My Redrow platform to include a new Homeowner Support area
Once again, Redrow has been awarded the top Five Star rating by the Home Builders Federation (HBF), based on a survey of its customers in which more than 90% said they would recommend Redrow to a friend.
We’ve increased our customer satisfaction scores year-on-year as we continue to innovate and evolve our industry leading customer experience. As a result, we have also continued to hold an ‘excellent’ status on Trustpilot, with customers providing an average score of 4.6 out of 5. 82% of all Trustpilot respondents have scored us as either ‘great’ or ‘excellent’ on the review site; significantly higher than any of our volume housebuilder competitors.
To further enhance our best-in-class customer journey, we’re also announcing the launch of bespoke video technology for home buyers nationwide. The new service allows sales consultants, site managers and customer service representatives to create personalised and tailored video footage which can be shared with individual buyers, providing further transparency to the home buying process, from picking out their plot through to post-completion, and better supporting buyers throughout their journey in a Covid-19 landscape.
The bespoke service has been successfully trialled across 24-developments in South Wales and the South West of England and will now be rolled out nationally. The launch of this service is the latest innovation from us to digitise the home buying process. In 2019, we launched our online reservation service which allows buyers to legally complete the reservation of their new home online. Since then, we have seen huge demand for this service to date, and now almost all (99%) of reservations are made through our online system.
Most recently we have continued to lead the way by extending our ‘My Redrow’ platform to include a new Homeowner Support area so customers can quickly and easily access helpful guides and videos, as well as report any concerns covered by the warranty.
Matthew Pratt, Group CEO, comments: “We know that our customers are not only comparing us to other housebuilders, but also to world-class retailers and service providers that they are using on a day-to-day basis. In our efforts to consistently meet and surpass their needs, we take inspiration from outside our industry when it comes to evolving our customer service experience.
“We are extremely proud to see our customers recognise our commitment to them and the innovative action we have taken to make their lives easier. I am thrilled that these collective efforts mean that in our customers’ eyes, we are a housebuilder that can be relied upon for quality, transparency, and dependability. Over the past three-years the dedication and teamwork of our people has shone through our survey reviews, and we are committed to continuing to listen to customers and improving our service offering even further.”
Emma Morris, Customer & Quality Director, comments: “Our unique technology and flexible approach has suited customers from all age groups and demographics, making home buying more accessible as they continue to balance work and personal commitments, and spend more time in and around their homes.
“We’re aware though of the importance of the human-connection which continues to be so vital and brings the home buying experience to life. We believe that our buyers should still be able to put a face to a name when it comes to making such a significant purchase, as this helps to solidify trust and transparency. Our new technology allows us to seamlessly guide buyers through the entire process from the comfort of their homes, while allowing us to build that personal connection, ultimately providing a best-in-class service.”
