KB Home ranked highest in customer satisfaction among 16 Austin-area home builders, followed by Pulte and David Weekley; and Farnsworth Homes led 34 home builders in the Phoenix area, followed by Pulte and Greystone Homes.
Pulte Homes, including its Del Webb and DiVosta brands, ranked highest in 14 of the 25 markets that were surveyed and received the first-ever Platinum Award for Excellence in Customer Service from J.D. Power.
Started in 1995 to help home building businesses develop and implement a planned, systematic and documented approach to quality in order to consistently satisfy their customers, the Research Center’s National Housing Quality program provides training, certification for builders and trade contractors and recognition awards to promote quality in residential construction.
In its 2004 survey, J.D. Power identified nine factors driving overall satisfaction with home builders:
- Builder’s Customer Service (accounting for 23% of overall satisfaction)
- Home Readiness (18%)
- Builder’s Sales Staff (16%)
- Quality of Workmanship/Materials (14%)
- Price/Value (10%)
- Physical Design Elements (7%)
- Design Center (5%)
- Recreational Facilities (4%)
- Location (3%)
Survey results were based on responses from 64,502 buyers of new single-family homes.
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