Customer satisfaction and snagging in the UK private house building sector

Nigel Craig, James Sommerville, Tony Auchterlounie

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

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    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.

    Original languageEnglish
    Title of host publicationProceedings of the 26th Annual ARCOM Conference
    ISBN (Print)9780955239045
    Publication statusPublished - 1 Jan 2010
    Event26th Annual ARCOM Conference: Association of Researchers in Construction Management - Leeds, United Kingdom
    Duration: 6 Sept 20108 Sept 2010


    Conference26th Annual ARCOM Conference
    Abbreviated titleACROM
    Country/TerritoryUnited Kingdom


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


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