A new study suggests that homebuyers, especially those of the older generation, are more likely to favour a new build if they receive a good level of service and are provided with all the information they ask for during the process.
Indeed, some 94% of those who took part in the research conducted by new home handover solutions form Classic Folios said that customer service is paramount to them, while 83% stated that they would be deterred from buying or renting a new build home if they received poor customer service.
Meanwhile, 63% said that they would be happy to buy a new build home as long as they are kept well informed throughout the buying process. However, the research highlights a need for improvement in the industry, with 17% of those surveyed having experienced poor customer service, stating that the experience could have been made better by more efficient communication and management.
‘As shown by our research, a seamless customer experience is of utmost importance, especially when it comes to making big life decisions such as buying a new home. This is one of the reasons we continually develop to support developers in providing customers with information and effective communication that is available 24/7,’ said David Graydon, managing director at Classic Folios.
‘Buying a new home is more than just purchasing a building, it’s the whole experience from reservation, through to completion and aftercare, so it’s important that developers and other housing providers are taking this on board to meet their customers’ requirements, while at the same time enhancing their brand,’ he added.
Additionally, almost a third of people worry that they will discover problems that need fixing after moving in. That said, some 46% prefer the idea of being able to choose certain options such as colour schemes and appliances when buying a brand new house from a developer.
Furthermore, 47% of those polled said that proximity to shops is the most important thing to consider when buying a home, followed by pubs and restaurants. Meanwhile, being within the catchment area for local schools was also shown to be high up the list of priorities.