Business Intelligence

An Emotional Rollercoaster: How A Major UK Homebuilder Re-Engineered The Customer Journey

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Executive Summary

This paper discusses one of the UK's larger homebuilders; delivering nearly 4,000 homes per annum via 9 operating regions and across 160 live building sites at any one time. Historically, the home building industry was not renowned for high levels of customer satisfaction but this homebuilder wanted to be different and raise standards. A classic, outsourced customer satisfaction survey was implemented in the late 1990's and this began to deliver valuable feedback. Initial findings showed overall satisfaction levels were modest and the likelihood to recommend stood at about 65%. However, whilst delivering valuable data it became apparent that this survey did not, nor could not, tell the whole story and more in-depth information was needed.

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