Mactaggart & Mickel wins top customer satisfaction rating for tenth consecutive year

The HBF award is based on the independent industry Customer Satisfaction Survey, which covers the 12 months from October 2020 to September 2021.

This year 99,119 homebuyers were asked for feedback on the quality of new properties and overall buying experience. The 5-star rating is only awarded where over 90% of customers said they would recommend their housebuilder to friends.

Ed Monaghan, CEO at Mactaggart & Mickel, said: “We place great value on customer service and being a company that people can trust. In a year that has been extremely challenging for everyone, it means a great deal to know that over 90% of our customers would recommend us. I would like to extend sincere thanks to all our colleagues and suppliers who have gone the extra mile to maintain high standards of customer care.

“I would also like to thank our valued clients for their understanding and for working with us during periods of enforced restrictions. Gaining this award for 10 years in a row is a testament to the loyalty of our clients and the deep commitment of everyone involved in delivering customer service.”

Stewart Baseley, executive chairman of the Home Builders Federation, added: “The survey results show that the industry is increasingly delivering very high levels of customer service. Achieving such high levels of customer satisfaction underlines the commitment of house builders to drive improvements through their businesses that deliver positive customer outcomes. With the imminent introduction of a new industry Consumer Code and a New Homes Ombudsman service, the industry is wholly focussed on making the further necessary changes to ensure it complies with the new demanding requirements. These should see further improvements in customer satisfaction levels moving forward and provide new build buyers with even more confidence in their builder and new home.

“To achieve a 5-star rating whereby over 90% of a builder’s customers would recommend them to a friend demonstrates the commitment of the company to its customers and is a significant achievement.”