Insights / blog

December 14, 2023

Feedback and Improvement

Seeking Feedback from Customers

Feedback provides invaluable insights into what you’re doing well and where there’s room for improvement. By consistently seeking out customer feedback, you can keep a pulse on the quality of your customer care and defect management.

Feedback can be sought in a variety of ways, from formal surveys to informal conversations. A mix of methods can ensure a complete picture of the customer experience.

Use of Exit Surveys, Follow-Ups and Customer Satisfaction Metrics

Exit surveys are one of the most effective tools for gathering customer feedback. These surveys are typically conducted at the end of the defect resolution process and ask homeowners to provide feedback on their overall experience.

Benefits of exit surveys: 

  • They provide a structured way to gather feedback from homeowners, helping you to identify trends and common issues. 
  • They provide an opportunity for homeowners to share their experiences, which can lead to a sense of closure and satisfaction.

However, exit surveys must be designed and implemented carefully. Surveys should be easy to complete, respect the privacy of homeowners, and ask questions that elicit useful, actionable feedback. 

Following up with homeowners after the handover of their new home is a key part of the customer care process. This follow-up allows you to check in with homeowners to ensure they’re satisfied with their home and to identify and address any initial issues promptly. This can help to prevent minor issues from escalating into larger defects, and it demonstrates to homeowners that their satisfaction remains your priority even after the sale has been completed.

Moreover, following up after handover gives you another opportunity to seek feedback from homeowners. 

To measure your performance effectively and understand where to focus your improvement efforts, it’s important to monitor and track key customer satisfaction metrics. These may include metrics such as overall customer satisfaction scores, Net Promoter Score (NPS), defect resolution time, repeat defect occurrences, and more. Customer satisfaction metrics provide quantifiable evidence of how well your defect management and customer care processes are functioning. 

Use of Data for Continuous Improvement

The value of data is to drive continuous improvement. Data gathered from customer feedback, exit surveys, and satisfaction metrics can provide a wealth of insights into the strengths and weaknesses of your operations.

Regularly analysing this data allows you to identify trends and patterns, highlighting any systemic issues that need addressing. It helps you to understand the root causes of defects and to assess the effectiveness of your defect management processes. Moreover, it offers insights into customer perceptions and experiences, providing a solid foundation for making informed decisions on how to enhance customer care.

The benefits of a data-driven approach to continuous improvement are clear: increased efficiency, higher customer satisfaction, and an ongoing process of learning and development that keeps your organisation at the forefront of customer care in the housebuilding industry.


It is evident that constant feedback and data analysis is vital in improving defect management and customer satisfaction over time. Positive and negative feedback is invaluable, collating and implementing feedback will allow for real time improvements. Customers will react positively to their feedback being acted upon and it will allow for house builders to learn from their errors and implement improvements. 

Data analysis gives the users statistics and figures that can be used to measure accurate improvements and provide quantitative data. This will allow for further improvements and the understanding of how to avoid issues in the future.