The annual survey of new home buyers measures customer satisfaction, with the five-star rating only awarded where more than 90 per cent of buyers say they would recommend their housebuilder to a friend. In this year’s survey, Cala received a recommend score of 95 per cent.
The HBF’s annual survey is one of the most comprehensive, large scale surveys of its kind in the UK. Now in its 16th year, it provides a trusted benchmark for consumers and quality hallmark for the property industry.
Kevin Whitaker, chief executive of Cala Homes, comments: “To achieve the maximum five-star rating for customer satisfaction during such an unprecedented year is down to the commitment, hard work and talent of the entire Cala team, including our subcontractor partners. Despite the challenges we have all faced during the pandemic, and the impact it has had on the way we work, we have continued to focus on what matters most; delivering a high quality home and a great customer experience.
“Being recognised as a five-star housebuilder is testament to the culture we have at Cala and the relationship we have with our partners and I am incredibly proud of each and every one of the team.”
Stewart Baseley, executive chairman at the Home Builders Federation said: “The survey demonstrates that the industry is, on the whole, delivering excellent service to its customers. The fact that we have seen four successive years of improved satisfaction levels shows the clear focus builders have been putting on the customer. The fact that this level of satisfaction has been delivered during a pandemic that saw sites closed and builders unable to access homes for a period makes it even more of an achievement. The industry remains committed to maintaining the significant progress of recent years and fully supports moves to put an independent New Homes Ombudsman in place to strengthen customer protections and continue to drive up standards.
“To achieve a five-star rating, meaning that at least 90% of your customers would recommend you, is a fantastic achievement that requires commitment from everyone within the organisation.”
Cala has also received a Gold Award for customer service from independent researchers In-House, who found that 96.8% of Cala customers would recommend them. Additionally, the Group received an Outstanding Award for its Net Promoter Score of 71.4 which puts it amongst the top performers in the industry.
