The process of identifying and resolving defects, commonly known as snagging, is a significant pain point for new-build home buyers.
According to the latest National New Homes Customer Satisfaction Survey, a remarkable 95% of new homeowners report defects or snags after moving into their property. As expectations for seamless handovers increase, effective snag management is crucial—not only for customer satisfaction but also for safeguarding homebuilders’ reputations.
While codes of practice regulate how builders must address defects post-completion, the responsibility for ensuring high-quality construction begins long before handover. This is where harnessing data becomes a game-changer. By leveraging data insights, builders can move from reactive to proactive defect management, resolving issues before they even come to the attention of homeowners.
Why Defects Happen and How Data Can Help
At clixifix®, we recognise that defect types vary significantly depending on the size of the development, the quality of the build, and even geographical factors. Our platform goes beyond just logging defects—it transforms this data into actionable insights that empower developers to spot trends and take preventative action. James Farrell, CEO of clixifix®, explains:
“By categorising defects across different projects, we give builders the clarity they need to address recurring issues before they escalate, refining their internal quality control process and reducing reliance on homeowners to spot problems.”
Over the past year, Clixifix® has gathered data from over 200 builders, revealing recurring trends in specific defect categories:
These insights allow builders to focus their inspection efforts on high-risk areas, reducing the likelihood of homeowners encountering these defects post-handover.
The Impact of Development Size on Defects
An important factor that influences defect trends and resolution times is the size of the development. clixifix® data reveals that:
By understanding these patterns, builders can allocate resources more effectively, ensuring quicker resolutions and a smoother customer experience.
Proactive Aftercare through Real-Time Updates
Effective communication is key to enhancing the customer experience, especially when it comes to defect resolution. The clixifix® Technicians App empowers builders and contractors to manage defects efficiently while keeping homeowners informed at every step of the process. Key benefits of the app include:
These features not only ensure compliance with the Fifth Edition of the Consumer Code for Home Builders but also drastically improve the overall customer experience. In fact, clixifix® has reduced the average defect resolution time to just 25.6 days, significantly beating industry standards.
Using Defect Data to Improve Operations
Data is at the heart of modern defect management. By tracking and analysing defect data across projects, builders can identify weaknesses in their build processes and take proactive measures to address them. clixifix® offers builders comprehensive reporting tools that allow them to:
By adopting a data-driven approach, builders can streamline their defect management processes and enhance operational efficiency, all while improving customer satisfaction.
In today’s competitive housing market, reputation and customer satisfaction are paramount. clixifix® provides homebuilders with the tools and insights to take proactive control of their defect management processes. By leveraging the power of data and innovative communication tools like the Technicians App, builders can resolve issues faster, reduce defects, and deliver a superior experience for homeowners.