Customer satisfaction

Taylor Wimpey UK Customer Satisfaction

In the UK, our customers are surveyed by the HBF (Home Builders Federation) eight weeks after completion and the NHBC (National House-Building Council) nine months after completion. The survey results form a key part of our customer service management (CSM) system.

2010 Taylor Wimpey 2010 UK housebuilder average 2009 Taylor Wimpey 2009 UK housebuilder average 2008 Taylor Wimpey 2008 UK housebuilder average
Customers satisfied or very satisfied with the service provided during the buying process 86.7% 84.8% 83.2% 83.5% 76.6% 78.2%
Customers satisfied or very satisfied with the condition of their home on the day they moved in 85.0% 84.3% 85.4% 84.7% 74.0% 76.5%
Customers satisfied or very satisfied with the quality of
their home
87.1% 86.9% 87.1% 86.3% 79.4% 80.8%
Customers who would recommend us to a friend 86.9% 86.5% 86.7% 86.4% 76.8% 79.0%
  1. Please note that the figures relate to survey scores that were available at the end of December each year.

North America Customer Satisfaction

Customer surveys in North America were undertaken by AVID Advisors during 2010. Results are out of a possible 100 points. The same surveys will be undertaken instead by H2Insight from 2011.

2010
Taylor Morrison
2010 North American housebuilder average 2009 Taylor Morrison 2009 North American housebuilder average 2008
Taylor Morrison
2008 North American housebuilder average
Total homebuyer satisfaction 88.0 85.0 86.6 83.8 85.4 83.0
Overall service satisfaction 87.8 84.6 86.1 83.2 85.1 82.3
Overall product satisfaction 88.1 85.3 87 84.3 85.7 83.7
Recommendation
to family and friends
93.3 90.4 91.8 88.8 89.9 86.6
  1. Please note that the figures relate to survey scores that were available at the end of December each year.