Customer satisfaction high among Phoenix new-home buyers
According to the J.D. Power and Associates 2009 New-Home Builder Customer Satisfaction Study, Phoenix has one of the highest levels of overall customer satisfaction, along with Orange/San Diego, CA, Sacramento, CA, Inland Empire, CA, and Tampa, FL.
The national trend reflects increased satisfaction between 2008-2009, with the rate of customer-reported problems falling to 9.55 problems per home, down from 11.51 problems in 2008. I suspect there’s a strong correlation between number of problems and construction activity levels. Fewer homes built should, in theory, lead to a better quality home. Also, the number of homes completed on-time increased 6 percentage points to 76% in 2009 versus 2008.
Nine factors drive overall customer satisfaction with home builders: workmanship/materials, builder’s warranty/customer service staff, price/value, builder’s sales staff, construction manager, home readiness, recreational facilities provided by the builder, builder’s design center, and location.
The workmanship/materials factor increased the most, while builder’s sales staff, construction manager, and home readiness declined in importance.
It will be interesting to see how the numbers change in the next 2-3 years as more and more new homes are built.