J.D. Power and Associates found local homeowner satisfaction improved 37 points to 675 on a 1,000-point scale. The increase follows a sharp 43-point decline in 2009.
The study measures customer satisfaction throughout the new-home purchase and early ownership experience across seven factors: construction and home readiness; service/warranty staff; quality; physical design elements; price; sales staff and design centre.
The report found a strong correlation between homeowner satisfaction and consistent communication from the homebuilder to the purchaser.
“Following up with a customer after move-in seems like such a simple gesture, but ultimately it reflects the conviction of the builder to deliver on the promises made to the customer at the time of sale,” said Adrian Chung, senior manager and Canadian real estate practice leader at J.D. Power and Associates, in a statement.
“Customers really appreciate when the builder cares enough to close this loop, and maintaining communication with home buyers throughout the entire process will have a positive impact on customer satisfaction.”
For the second straight year, Monarch ranked the highest among Ottawa homebuilders in customer satisfaction with a score of 789. Monarch is followed by Minto (720) and Richcraft (699).
All three builders improved on their 2009 scores.
