26th March 2019
Redrow has been awarded the top Five Star rating by the Home Builders Federation (HBF), based on a survey of its customers in which more than 90% said they would recommend Redrow to a friend.
The leading housebuilder has increased its customer satisfaction scores year-on-year since the launch of its ‘Customer First’ strategy in 2015.
As well as significantly investing in people and systems, Redrow created a new customer journey, which was influenced by the best retailers outside of housebuilding.
It also became the first top ten housebuilder to join the Institute of Customer Services and this year was nominated for Best Customer Satisfaction Strategy at the UK Customer Satisfaction awards.
Redrow has achieved these accolades following the introduction of a range of customer service focused initiatives, including:
- Customers being engaged throughout their journey to Redrow home ownership, including hard-hat tours which show future homeowners the care and attention that is going into the process of building their home. They are arranged at pre-plaster stage and help customers gain a detailed insight into their new home.
- Site and Customer Service Managers now use an iPad app when inspecting homes during the build process and beyond. Stages in the inspection process are photographed and automatically communicated to subcontractors. The app is designed in-house and unique to Redrow.
- Redrow customers also benefit from My Redrow, an online members only area for customers, providing a secure dashboard to support their journey and choose their finishes and upgrades to personalise their homes
Net promoter score
As well as the recommend score of more than 90%, Redrow has also achieved a very strong net promoter score (NPS) of 50.3 in the HBF’s survey. The NPS is a measurement used globally across all industries to provide an indication of customer satisfaction and Redrow’s score ranks amongst the best.
John Tutte, group chief executive at Redrow, comments: “Our customers are not generally comparing us with other housebuilders when it comes to the quality of service they receive. As a result, four years ago, we created a new customer journey, which was informed by homeowners and inspired by the best retailers outside the industry.
“Since that time our customer and quality satisfaction scores have improved year-on-year. We review every survey in detail and it’s been great to see increasing customer comments highlighting the teamwork, flexibility and dedication of our people to deliver a Five Star customer experience.”
Stewart Baseley, executive chairman of the Home Builders Federation said: “Getting a positive endorsement from the people who buy and live in the homes they build has to be the number one priority for a successful home builder. A Five Star rating demonstrates quite clearly that the processes and culture put in place to achieve this are being implemented effectively across the business. Delivering such high levels of customer satisfaction should provide customers with real confidence in the company and the homes that they build.”