One of the categories listed in the report revealed that a total of 93 per cent of Linden customers would recommend the company to a friend, compared to an industry average of 84 per cent.
The housebuilding industry came under fire recently in the government’s Barker Review into housing supply, which stated that housebuilders must do more to meet high customer service standards.
The survey for the second quarter of 2006, carried out by independent agency In-House Research, questions the customers of 28 housebuilders on various aspects of the service they received, including the cleanliness of their new home, whether it was ready on time and the demonstration they were given when they moved in. Linden Homes scored an average of 85 per cent compared to the industry median of 75 per cent.
Linden Homes was the first housebuilder to appoint a customer experience director, Sarah Eales, who is dedicated to the company’s approach to customer service.
Eales commented: “It is our aim to not only meet customer expectations but exceed them. Every single member of staff at Linden Homes undertakes regular customer experience workshops, even if they work behind the scenes, to ensure that our customers’ needs are always at the forefront of everything we do.”
Philip Davies, chief executive of Linden Homes, added: “I am delighted to see that our investment in service over the last 12 months is having such a tremendous effect on the experience of our customers, as demonstrated by these results. It is our intention to separate ourselves from our competitors by offering an excellent quality product along with an outstanding service, which will make the home buying process as enjoyable as possible for all our customers.”
