Customer satisfaction and snagging in the UK private house building sector

Research output: Chapter in Book/Report/Conference proceedingConference contribution


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Original languageEnglish
Title of host publicationProceedings of the 26th Annual ARCOM Conference
ISBN (Print)9780955239045
StatePublished - 1 Jan 2010


Conference26th Annual ARCOM Conference
CityLeeds, UK


The idea of assessing new home customer satisfaction, under a systematic approach, began in 2000 and the performance of the private house building sector of the UK construction industry has been measured in recent years using seven national customer satisfaction surveys. Recently, the house building sector has begun to emerge from its lowest levels of activity for many years. During this period of low output, the levels of customer satisfaction reported in surveys conducted by the Housing Forum and the House Builders Federation have improved only slightly to 77% (2009) compared to 76% in the previous two years when activity was much higher. During the same period snags reported by customer increased from 94% in 2007 to 95% in 2009 on a 20% smaller sample.


  • 80/20 rule, construction engineering, new housing, customer satisfaction

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