Customer satisfaction and snagging in the UK private house building sector

Nigel Craig; James Sommerville; Tony Auchterlounie

Customer satisfaction and snagging in the UK private house building sector

Nigel Craig, James Sommerville, Tony Auchterlounie

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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Abstract

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 language	English
Title of host publication	Proceedings of the 26th Annual ARCOM Conference
Publisher	ARCOM
ISBN (Print)	9780955239045
Publication status	Published - 1 Jan 2010

Keywords

80/20 rule
construction engineering
new housing
customer satisfaction

Documents and Links

http://www.arcom.ac.uk/publications/procs/ar2010-1199-1208_Craig_Sommerville_and_Auchterlounie.pdf

http://researchonline.gcu.ac.uk/bne/109

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Cite this

Craig, N., Sommerville, J., & Auchterlounie, T. (2010). Customer satisfaction and snagging in the UK private house building sector. In Proceedings of the 26th Annual ARCOM Conference ARCOM. http://researchonline.gcu.ac.uk/bne/109

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AB - 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.

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KW - customer satisfaction

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