Rating Home Bulider – Rank Customer Satisfaction

New-home owners across six major U.S. markets report that quality of workmanship/materials and the effectiveness of customer service representatives are the factors that comprise half of their overall customer satisfaction, according to the J.D. Power and Associates 2000 New-Home Builder Customer Satisfaction StudySM released today.

"Workmanship and material quality problems not only cost builders valuable time and resources, they also don’t go unnoticed by homebuyers," said Paula Sonkin, director of the firm’s new-home builder practice area. "A particular focus on improving these quality problems, coupled with a responsive customer service department, will significantly enhance a homeowner's overall satisfaction with their builder."

The remaining factors that comprise overall customer satisfaction include the sales staff, price/value considerations, physical design elements, the builder's design center, neighborhood recreational facilities and location.

The J.D. Power and Associates new-home builder study was expanded to six major U.S. markets in 2000: Chicago, Dallas/Fort Worth, Houston, Las Vegas, Phoenix and Washington, D.C.

CHICAGO

Pulte Home Corporation ranks highest in customer satisfaction among new-home builders in the Chicago market and leads in half of the factors that comprise overall satisfaction, including quality of workmanship and materials, sales staff, physical design elements and location. Pulte also shows strong performance with its customer service representatives, design center and price/value. Lakewood Homes ranks second, followed by Del Webb Corporation. The Chicago market included new-home buyers in Cook, DeKalb, Dupage, Grundy, Kane, Kendall, Lake, McHenry and Will counties.

DALLAS/FORT WORTH

David Weekley Homes ranks highest in customer satisfaction among new-home builders in the Dallas/Fort Worth market, with top scores for quality of workmanship and materials (in a tie), customer service representatives, sales staff, physical design elements and locations. Ranking second was Huntington Homes, followed by Darling Homes. New-home buyers were surveyed in Collin, Dallas, Denton and Tarrant counties.

HOUSTON

Morrison Homes ranks highest in customer satisfaction among new-home builders in the Houston market, outscoring its competition for quality of workmanship and materials, customer service representatives, physical design elements and sales staff (in a tie). David Weekley Homes and Trendmaker Homes tie for second in the Houston market. New-home buyers surveyed were from Ft. Bend, Harris and Montgomery counties.

LAS VEGAS

Pulte Home Corporation ranks highest in customer satisfaction among new-home builders in the Las Vegas market, with top scores in seven of the eight factors that comprise overall customer satisfaction. The company also demonstrates strong performance in the eighth factor, neighborhood recreational facilities. Tied for second in the overall ranking were Coventry Homes and Del Webb Corporation. New-home buyers in Clark County were surveyed.

PHOENIX

For the third year in a row, Blandford Homes’ ranks highest in customer satisfaction among new-home builders in the Phoenix market and performs well above its competitors across all eight drivers of overall customer satisfaction. Blandford Homes overall index score for 2000 was the highest among all new-home builders across the six U.S. markets included in the study. Del Webb Corporation ranks second in the Phoenix market, followed by Shea Homes. New-home buyers in Maricopa County and parts of Pinal County were included in the survey.

WASHINGTON, D.C.

NV Homes, a home building unit of NVR, Inc., ranks highest in customer satisfaction among new-home builders in the Washington, D.C., market and leads in the quality of workmanship and materials, customer service representatives (in a tie), price/value and physical design elements. Ryan Homes, also a home building unit of NVR, Inc., ranks second, followed by Miller & Smith. New-home buyers surveyed in the Washington, D.C., market include the following counties in Maryland: Calvert, Charles, Frederick, Montgomery and Prince George; and in Virginia: Arlington, Culpeper, Fairfax, Fauquier, Loudoun, Prince William, Spotsylvania and Stafford, as well as the cities of Alexandria and Fredericksburg. Washington, D.C., was also included.

"We found is that the drivers of overall satisfaction are consistent across the six markets," Sonkin said. "Top builders were able to demonstrate solid performance across all the factors, particularly in the two most important areas impacting overall customer satisfaction. Builders must truly delight their home buyers during the sales process and throughout the first year when warranty issues are addressed to ensure they will recommend the builder to their friends and associates and/or buy from the same builder in the future." A builder's ability to effectively solve construction problems also positively impacts overall satisfaction, according to the study. Fewer attempts required to solve problems results in higher overall satisfaction. "Not surprisingly, new homeowners don't want to take time out of their busy schedules again and again for the same problems," Sonkin said. "They have to live with these problems every day, and this clearly impacts their degree of satisfaction."

The 2000 New-Home Builder Customer Satisfaction Study is based on responses from approximately 25,500 buyers of newly constructed homes across six major U.S. markets. New-home builders must have closed approximately 250 homes or more in each market during 1999 to be included in the study, which is designed and independently funded by J.D. Power and Associates. Plans call for this study to be expanded into additional markets.

Headquartered in Agoura Hills, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on actual responses from millions of consumers annually. J.D. Power and Associates can be accessed through the Internet at www.jdpa.com. Media e-mail contact: michael.greywitt@jdpa.com. This press release is provided for editorial use only. No advertising or other promotional use can be made of the information in this release or J.D. Power and Associates survey results without the express prior written consent of J.D. Power and Associates.

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Mark Harris is a successful author and regular contributor to http://www.home-n-house-plans.com. The best place to find new home plans, home designs & houseplans is the Internet.