New Home Builder Customer Service Best Practices

Author

Michael Lio, Amanda Chong, Sherry Yang

Organization

Homeowner Protection Centre

Published

2011

Summary

The objective of this report is to establish customer outcomes that are desired during the new home buying process and to establish a set of best practices that help builders deliver improved customer satisfaction. Specific client outcomes that every homeowner should come to expect from their builder are linked to best practice procedures, policies or guidelines in the report.

The study uses five research tools to explore new home builder customer service best practices:

1) A literature review,
2) A new homebuyer survey,
3) Key informant interviews,
4) A homebuilder survey, and
5) Interviews with exemplary builders from across the Canada.

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Source: Consumer Policy Research Database