Redrow has achieved an 88.9% customer referral rating score in the year 2015/16 and an overall four star rating, as revealed in the latest national new home customer satisfaction survey from the Home Builders Federation.
This is a small improvement on Redrow’s 2014/15 score at a time when the industry is facing a skills shortage and customer expectations continue to rise.
John Tutte, Chief Executive, said: “We’re committed to ensuring that every single one of our homebuyers recommends Redrow, through the high build quality of our homes and the overall Redrow customer experience.
“We’re continually looking at ways to innovate: whether that’s the My Redrow tool which enables people to customise their home online; Welcome Parties which give customers the opportunity to meet their new neighbours; or Redrow Living events which provide a one-to-one demonstration of the features of a customer’s new home.”
Redrow continues to make considerable investments in customer service. Its dedicated Learning and Development team has designed a special training programme, which is delivered to all Customer Service colleagues. The course has been extended to all departments to ensure a high level of customer service delivery across the entire business.
Redrow is undertaking more research into what customers want in their homes, so it has the vital information needed to innovate and deliver the best homes and new communities. As an example of this, Redrow recently took part in a study commissioned by the Department for Communities and Local Government examining indoor air quality in new homes.
John Tutte continued: “Greater research into what customers want from their communities is integral to providing a great experience, which is why we commissioned a report earlier this year, Creating Britain’s new communities, which revealed a top-10 of features people want to see in their community. The results of this survey are feeding into the development of new communities in future and will be repeated on an annual basis to continually shape our approach to providing people with better places to live.”