90% of Redrow customers happy to share their joy
Keeping the customer satisfied remains a key goal of Redrow Homes and a second top award in as many months suggests they’re getting it right.
The housebuilder, whose homes are promoted with the strap-line ‘Our Pride ~ Your Joy’, has earned a Gold Award for customer satisfaction after more than 90% of customers said they would recommend them to others.
This latest accolade follows an independent national survey conducted across the UK housing industry by In-house Research, experts in customer satisfaction measurement, market research and training.
Malcolm Pitcher, managing director of In-house, explains: “Customers are asked a specific ‘yes’ or ‘no’ question as to whether they would recommend the builder based on the whole experience of purchasing a new home. The survey is completed over the telephone, with an average response rate of 75% and it is not a sample based survey – every customer of the builder is phoned whether they are happy are unhappy – so the integrity of the data and results is highly reliable.”
Redrow scored over 90% for all of its housing divisions across England and Wales, winning Gold Awards for each of them as well as the national standard.
It follows hot on the heels of a second successive 5-star rating in the Home Builders’ Federation annual customer satisfaction survey, a standard reserved again for those who achieve at least a 90% level of customer recommendation and overall satisfaction.
Kim Peters, group sales and marketing director for Redrow, said: “All of our marketing activity is underpinned with the statement ‘Our Pride ~Your Joy’, which highlights the pride we take in crafting a home that can be enjoyed by our customers. Accolades such as the In-house Gold Award and HBF 5-star rating help demonstrate our commitment to delivering a quality product and service. Our goal now is to maintain those standards year on year and strive for further improvement.”
In-house conduct research for all of the major housebuilders, Redrow included, and continuously measure their customer satisfaction scores.
Malcolm Pitcher adds: “During the last 12 months we have witnessed many of our clients achieving very high scores for overall customer satisfaction and recommendation. This really does show that the industry is improving. Clients have invested a lot of time and effort into making the customer experience special and they are now starting to reap the rewards with high recommendation levels.”
Redrow builds over 2,500 homes per annum across England and Wales, offering everything from apartments and starter homes to luxury detached villas in premium locations. Central to its product offering is the New Heritage Collection of family homes. These traditional looking, Arts & Crafts influenced homes boast bright, modern and family friendly interiors. To find out where Redrow is building visit www.redrow.co.uk.
Redrow Homes is one of the UK’s leading house builders, operating across England and Wales, with a strong emphasis on high quality family housing in prime locations. Its New Heritage Collection of family homes combines traditional looking, ‘Arts & Crafts’ influenced exteriors with bright, modern, high specification interiors. Established more than 35 years, the company has won numerous awards over the years. Redrow received a 5* Award in the Home Builder Federation (HBF) annual customer satisfaction survey in 2011 and 2012; collected the Gold award in the Large Housebuilder category of the 2011 What House? awards; and its ‘Our Pride ~ Your Joy’ campaign was named best marketing initiative at the 2011Housebuilder Awards for innovation and excellence. Web: www.redrow.co.uk.