Insights / blog

December 1, 2023

Communication and Customer Satisfaction

Providing regular communication and transparency improves the link between the housebuilders and the customers. Regular updates about the progress of defect rectification not only keep homeowners informed but also demonstrates the housebuilder’s commitment to resolving issues quickly and efficiently.

A structured proactive communication strategy can include repair timelines, sharing steps to rectify the issue and providing advance notice to the customer when the issue is being resolved to avoid any disruption.

Proactive communication can mitigate frustrations, being in constant communication ensures there are no nasty surprises for the customer. Providing transparency reassures the customers and allows for a harmonious relationship. 

Empowering the customer with the right knowledge is important. Having the customer understand their rights and responsibilities, knowing what to expect through the repair process or learning how to identify a defect provides a more balanced relationship between the housebuilder and homeowner.

To help develop the homeowners knowledge can be conducted through the production of clear, concise user guides and instructional videos. These resources are invaluable to help homeowners understand their homes better. 

Tools such as text messaging and online portals offer convenient, instant communication channels that fit into modern lifestyles. Text messaging provides convenient quick updates without an overwhelming amount of information. Alternatively online portals can offer a more comprehensive communication platform.

By implementing these strategies, housebuilders can establish strong communication channels with their homeowners, leading to higher satisfaction levels and better defect management outcomes.

Understanding and meeting the needs of the customer is at the heart of effective customer care. Housebuilders require a comprehensive understanding of what homeowners want and need from their homes, and their expectations from the housebuilder.

Homeowners have different requirements from customer care, some may want a swift efficient communication others may want a detailed explanation of how defects are being resolved. It is up to the housebuilder to provide the right information, communication and systems in place to help the homeowners.

A truly customer-centric housebuilder will go beyond just meeting with the homeowners; they will actively involve them in every step of the process. This could include seeking feedback on changes to defect management processes, involving them in the design of the new features in the online portal, or even engaging about the direction of future developments. 

Involving customers could improve the overall decision making process and it demonstrates a genuine respect for customers, further boosting satisfaction and loyalty.

Communication and customer care go hand in hand, having transpacy, engaging with the homeowners and giving them access to every step improves the relationship between both parties and allows for a more cohesive process. It is clear that having more engaging and cooperative housebuilders will improve the homeowners journey drastically.