Customer service management practices in the homebuilding industry

Studies on customer service in the homebuilding industry have demonstrated that customer satisfaction increases repeat business and, eventually, increases market share. Research efforts focusing on customer satisfaction typically determine the key attributes of satisfied buyers. From this knowledge, homebuilders can provide those services that contribute to an increased level of homebuyer satisfaction. While the knowledge of what satisfies the homebuyer is invaluable, a desire for consistency in homebuyer satisfaction would suggest that the homebuilder establish processes and procedures for customer service, which should be managed properly to ensure customer satisfaction. To better understand the customer service management practices of regional homebuilders, a survey was mailed to 92 residential contractors who were randomly selected from the member list of a local homebuilder association. This article summarizes the responses received. While the results of this study are limited to the geographic region sample, the data suggests a significant disconnect between some of the key activities recommended by the authors for quality customer service and those provided by the surveyed homebuilders.