This article first appeared in the PB September 2003
issue of Pro Builder.
To identify the top performers in customer satisfaction, NRS Corp., which does customer satisfaction research for more than 300 home building companies nationwide, conducted an independent study. With 205 building companies representing 30 states in the study, NRS surveyed 55,177 homeowners who had closed on a new home in 2002 about homeowner satisfaction, making this the largest study of its kind in the home building industry. Unlike the J.D. Power research study, which relies on public records used to access closings, the NRS Award study is based entirely on closing information submitted directly by participating builders. NRS Corp. and Reed Business Information jointly verified the accuracy and completeness of the information submitted to NRS.
And the Winners Are ...
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Diamond Award (ranked first among all builders in category)
|
|
|
Category
|
Builder
|
|
All Production Builders
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Pulte Homes of Phoenix(Scottsdale, Ariz.)
|
|
All Custom Builders
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Barone Homes Inc.(Webster, N.Y.)
|
|
1st in Class (ranked first among all builders in classification)
|
|
|
Category
|
Builder
|
|
Production Builders 500+
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Pulte Homes of Phoenix (Scottsdale, Ariz.)
|
|
Production Builders 100-499
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Ausherman Homes (Frederick, Md.
|
|
Production Builders 50-99
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The Green Co. (Plymouth, Mass.)
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Small-Volume Builders*
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Shamrock Builders(Indianapolis)
|
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Excellence Award (runner-up in classification)
|
|
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Category
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Builder
|
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Production Builders 500+
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Pulte Homes of Minnesota (Eagan, Minn.)
|
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Production Builders 100-499
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Pringle Development (Leesburg, Fla.)
|
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Production Builders 50-99
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Cedar Knoll Builders (Cochranville, Pa.)
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Small-Volume Builders*
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Joseph Douglas Homes (Brookfield, Wis.)
|
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Custom Builders
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Simonini Builders (Charlotte, N.C.)
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|
* No Diamond Award was given in the Small-Volume class because of insufficient data. |
|
Average Production Builder
Summary
|
Average number of closings
NRS Index score Total homeowner satisfaction Recommend scaled score |
289
145.22 73.33 71.90 |
81% of homeowners would recommend
74% had made at least 1 positive recommendation
36% had made 1-3 referrals
22% had made 4-6 referrals
6% had made 7-9 referrals
10% had made 10 or more referrals
Average of 2.29 referrals per closing
74% had made at least 1 positive recommendation
36% had made 1-3 referrals
22% had made 4-6 referrals
6% had made 7-9 referrals
10% had made 10 or more referrals
Average of 2.29 referrals per closing
|
Current satisfaction level
Expected satisfaction level |
68.21
79.70 |
|
Major Differences: Top 5 Builders Versus the Rest
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Top 5
|
Rest
|
|
NRS Index score
Finished work in timely manner — warranty service Quality repairs and services — warranty service Adequately cleaned after work — warranty service Began work in timely manner — warranty service Immediately contacted to schedule — warranty service |
177.85
88.35 88.35 91.86 87.82 88.40 |
144.26
62.89 63.72 68.39 65.28 66.58 |
Production Builders, 500+ Closings
Summary
|
NRS Index score
|
149.71
|
|
Major Differences: Top 5 Builders Versus the Rest
|
Top 5
|
Rest
|
|
NRS Index score
Finished work in timely manner — warranty service Quality repairs and services — warranty service Began work in timely manner — warranty service Explained construction process — superintendent Provided quality workmanship — superintendent |
169.23
82.21 80.52 82.55 85.74 84.58 |
146.23
65.83 64.88 67.40 70.61 69.72 |
Production Builders, 100-499 Closings
Summary
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NRS Index score
|
145.31
|
|
Major Differences: Top 5 Builders Versus the Rest
|
Top 5
|
Rest
|
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NRS Index score
Provided quality workmanship — superintendent Quality repairs and services — warranty service Wall surfaces (flat or textured) Grading/drainage Overall quality of materials |
171.48
86.80 78.68 83.23 70.78 85.50 |
143.89
70.04 62.21 67.10 54.95 69.69 |
Production Builders, 50-99 Closings
Summary
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NRS Index score
|
141.29
|
|
Major Differences: Top 5 Builders Versus the Rest
|
Top 5
|
Rest
|
|
NRS Index score
Finished work in timely manner — warranty service Began work in timely manner — warranty service Quality repairs and services — warranty service Immediately contacted to schedule — warranty service Knowledgeable about repairs — warranty service |
169.52
85.79 89.03 85.67 89.22 88.61 |
134.57
55.63 59.10 57.23 61.12 62.94 |
Production Builders, Under 50 Closings
Summary
|
NRS Index score
|
145.84
|
|
Major Differences: Top 5 Builders Versus the Rest
|
Top 5
|
Rest
|
|
NRS Index score
Finished work in timely manner — warranty service Quality repairs and services — warranty service Immediately contacted to schedule — warranty service Began work in timely manner — warranty service Warranty policies explained |
167.91
82.78 86.16 86.42 82.89 87.51 |
130.07
51.51 60.72 61.48 58.26 65.10 |
Average Custom Builder
Summary
|
Average number of closings
NRS Index score Total homeowner satisfaction Recommend scaled score |
44
178.55 86.27 92.29 |
99% of homeowners would recommend
90% had made at least 1 positive recommendation
26% had made 1-3 referrals
33% had made 4-6 referrals
5% had made 7-9 referrals
26% had made 10 or more referrals
Average of 5.15 referrals per closing
90% had made at least 1 positive recommendation
26% had made 1-3 referrals
33% had made 4-6 referrals
5% had made 7-9 referrals
26% had made 10 or more referrals
Average of 5.15 referrals per closing
|
Current satisfaction level
Expected satisfaction level |
85.13
85.76 |
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Major Differences: Top 5 Builders Versus the Rest
|
Top 5
|
Rest
|
|
NRS Index score
Time taken to correct walk-through items Professional in appearance — project superintendent Exterior paint Responsive to your concerns — project superintendent Knowledgeable and courteous — project superintendent |
185.06
63.32 94.07 90.54 89.41 92.79 |
175.30
54.99 86.01 82.48 81.64 85.82 |
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