Earlier this year, Pro Builder partned with Purtrack on a survey to learn more about the tools and process and provide benchmarks for that critical step in the customer experience.

The results are in, and they are eye-opening:

• 77% of builders who responded to the survey provide a physical binder of critical information about the house, warranty policies, and product specifications to their homebuyers upon occupancy
• 64% have no process for measuring homeowner satisfaction after closing
• 45% rely solely on phone calls and texts for post-closing communication with homebuyers

"With how much of our lives is online these days, you'd think that more builders would have pivoted to a database or software-driven handoff binder," says Keaton Bass, co-founder of Purtrack, which developed a digital platform for the post-closing handoff process. 

In addition, the survey found that 64% of respondents don't use Net Promotor Scores (NPS) to measure how likely buyers are to recommend or refer the company to a friend or colleague.

"With so much competition and quality in the marketplace, businesses need new ways to help them stand out and gauge their post-closing process," says Bass. "NPS is a great way to track that."

The full report is available as a free downloadable PDF below.

"I hope builders gaiun some insight into how their peers do business and use this information to build stronger platforms and achieve greater customer satisfaction," says Bass.

You can also reach out to Keaton Bass at Purtrack via email at keaton.bass@purtrack.com for a detailed review of the report.