Pulte Tops Customer Satisfaction List

14 09 2006

Pulte Homes Corp. was tops among local homebuilders, according to J.D. Power and Associates 2006 New-Home Builder Customer Satisfaction Study.

For 10 years J.D. Power and Associates has compiled satisfaction ratings for 34 of the nation’s largest homebuilding markets, including Jacksonville. The 2006 New-Home Builder Customer Satisfaction Study is based on responses from 60,927 buyers of newly built single-family homes who provided feedback after living in the homes for four to 18 months, on average. There were 1,590 respondents in the Jacksonville market, which includes Duval, Clay, Nassau and St. Johns counties.

The study, released Sept. 13, shows that Pulte scored 129 points on the overall satisfaction index. The average score for the 16 different homebuilders in the Jacksonville market in the study was 99, which is up one point from 2005 and five points from 2004. Beazer Homes came in second with 126 points and Centex Homes was third with 122. With 56 points, Admiral Homes received the lowest score. On the national level, Pulte ranked highest in 14 of the 34 markets in the study.

Ten factors drive the overall satisfaction study, with builder’s warranty and customer service being the most important. Other factors include home readiness, builder’s sales staff, construction manager, quality of workmanship and materials, price and value, physical design elements, builder’s design center, recreational facilities and location are also factors, in their order of importance.

Westlake Village, Calif.-based J.D. Power and Associates also reported that builders are facing a downturn in the market conditions and the number of construction problems are on the rise. The study found that the typical buyer experiences an average of 14 problems with their new home, a 7 percent increase from 2005. More than 90 percent report experiencing at least one problem.

Source: J.D. Power and Associates


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