For our customers, the pre and post sales experience is central to buyer satisfaction, and in turn directly influences their willingness to recommend the Bellway brand. We aspire to provide the best possible experience for each and every customer, in order to reinforce our reputation as a high quality national home builder.
Bellway’s highly trained and dedicated team of sales advisors are the first people our customers meet and they maintain this relationship throughout the buying experience, providing help and support from the home reservation stage through to legal completion and beyond. They are always on hand to ensure that the whole process runs as smoothly as possible. Following completion, our Customer Charter clearly communicates what our customers can expect from their after-sales experience.
Senior management, site management, sales advisors and customer care teams are highly trained in all aspects of customer service. This ensures that customer-facing employees are equipped with an advanced level of listening and communication skills, in order to better understand and respond to customer needs in a proactive, professional and friendly manner.
Sales teams follow an in-depth induction plan when joining Bellway, to ensure that they are trained to the highest level in both sales and customer relations. This is further supported by an ongoing customer care training programme, ensuring that we continue to offer the best levels of service when dealing with new and existing customers.
Bellway sales offices have been redesigned to provide a comfortable, contemporary and pleasant setting for the sales experience, one in which customers can feel relaxed when choosing their new home. Where possible, one or more showhomes are available to view, providing a sample of the house types and quality of product available.
Feeling part of a new community and being comfortable in an unfamiliar environment is an important consideration in choosing where to live. In addition to the assistance provided by the sales teams, we support customers in making the best decision on purchasing a new home in the right location for their needs.
We have listened to our customers when they tell us what local area information they need to know and have compiled it in an easy to use folder which is available to view in sales offices. Along with information specific to the development and purchase process, the My Space folders contain a wealth of details about the local area. Each folder is unique to the site location and information will typically include:
Development brochures are available directly from sales offices, by request via telephone and from our website. Stringent controls are in place to ensure that all information given is as accurate as possible and good quality computer generated images are used to provide customers with the best possible impression of how the properties will look, both internally and externally.
We also provide accurate and high quality information regarding the pricing and availability of the developments on our website.
Once a property has passed its Quality Control Final Inspection (QCFI), customers are invited to attend a Pre-Occupation Demonstration which takes place prior to legal completion. The site manager demonstrates the fundamental workings of the property to the customer over a period of one to two hours. Customers are encouraged to ask questions at this meeting and we aim to supply all the information needed to enjoy their new home once they move in.
On the day of legal completion the sales advisor and site manager show the customer to their new home. Here, they complete a Quality Assurance Form to ensure that the customer is happy with the quality of the home and give the customer their keys. We provide a Customer Handover Pack which contains important information about the home and how to care for it, together with the manuals and guarantees for products fitted to their home. We realise that this is a special occasion for the customer and we work hard to make it as memorable as possible. Our Customer Charter sets out what our customers can expect from Bellway.
We are committed to continual improvement across all of our operations and have set flexible targets where necessary to ensure delivery to the highest standards. We take our customer service and quality standards very seriously. We use the Home Builders’ Federation New Home Satisfaction Survey results to help us measure the degree of satisfaction with our service. Owners of new homes are asked a series of questions to determine how happy they are with the quality of their home and the customer service they received, from first visiting the sales office to the day they moved in and beyond. Based on these factors, customers are asked how likely they are to recommend Bellway to a friend. These measures are used to define and improve standards across our business.
By listening to our customers we can identify where we need to raise our performance, and can quickly ensure procedures are put in place to make the necessary changes. Procedure training, spot checks and mystery shopping help to reinforce higher standards and ensure that new procedures quickly become established practice.
|Summary of performance|
We retained our 5 Star Homebuilder rating from the House Builders Federation (HBF) (2017 – 5 Star), one of only two mainstream national housebuilders to have achieved this accolade. This means that at least nine out of ten of our customers would recommend Bellway to a friend.
Based on the HBF customer satisfaction survey, we achieved an average overall customer care score of 86.0% (2016: 85.2%)
274 of our site managers hold NVQ Level 6 (or equivalent) qualifications, up 12% (2017 - 245) - 61% of our site managers now hold this level qualification (or equivalent) compared to 48% last year
We again won 49 NHBC ‘Pride in the Job Awards’ (2017 – 49), recognising our site managers’ commitment to customer care
We formed our Customer Experience Committee to drive improvements to quality and customer care, with initiatives including enhanced quality inspection procedures and improved customer communication
|Performance against 2017/18 targets|
We will deliver high levels of customer satisfaction, aiming to retain our ‘5 Star Builder’ status for the 2018 year and achieving an overall customer satisfaction score of at least 85.7%
We retained our 5 Star Builder status, with at least 90% of our customer saying they would recommend Bellway to their friends (2017: 5 Star).
Our overall customer satisfaction score was 86.0%