Pulte Brands Rank Highest in Customer Satisfaction in 11 U.S. Markets and in New-Home Design in 6 Markets; Centex Homes and Pulte Brands Each Rank Highest in New-Home Quality in 7 Markets WESTLAKE VILLAGE, Calif., Sept. 10
WESTLAKE VILLAGE, Calif., Sept. 10 /PRNewswire/ -- Even in the face of a
challenging environment marked by declining new-home prices and notably high
inventory levels, many home builders are succeeding in significantly improving
overall customer satisfaction in 2008, compared with 2007, according to the
J.D. Power and Associates 2008 New-Home Builder Customer Satisfaction
Study(SM) released today.
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Overall customer satisfaction averages 779 on a 1,000-point scale in 2008,
up 38 points from 741(1) since 2007. Markets experiencing the largest customer
satisfaction improvements include Palm Beach, Fla.; Tampa, Fla.; and
Albuquerque, N.M. In addition, overall satisfaction has increased in 28 of the
29 individual markets that were also surveyed in 2007.
"Home builders have adapted well to changes in the market that have
necessitated a shift from an order-taking mode to an intensified focus on
sales service and negotiation with prospective home buyers," said Paula Sonkin,
vice president of the real estate and construction industries practice at J.D.
Power and Associates. "What is particularly impressive is that many home
builders in areas where sales and home values have been most negatively
impacted by local market conditions-for example, Nevada, California and
Florida-fare well in the study, with the majority of markets in these states
performing above the 33-market average."
"Strong home-building companies have recognized the importance of offering
superior product quality, delivering homes on time and providing skilled sales
staff in order to excel in hypercompetitive markets," said Sonkin. "With more
negotiation occurring during the sales process, home buyers are receiving
larger sales incentives. In addition, upgraded features that used to be
considered options-such as granite countertops-are now being included as
standard, which increases the perceived value of the home and subsequently
results in increased satisfaction. With new-home prices on the decline in many
areas, as well as larger inventories and renewed efforts of home builders to
truly delight customers, it's a great time for consumers to consider buying a
new home."
Overall Customer Satisfaction
The New-Home Builder Customer Satisfaction Study, now in its 12th year,
includes satisfaction ratings for builders in 33 markets. Nine factors drive
overall customer satisfaction with home builders (listed in order of
importance): builder's sales staff (15%); builder's warranty/customer service
staff (15%); workmanship/materials (14%); price/value (14%); home readiness
(13%); construction manager (13%); recreational facilities provided by the
builder (7%); builder's design center (6%); and location (4%).
Pulte brands (which include Del Webb, DiVosta Homes and Pulte Homes) rank
highest in customer satisfaction among new-home builders in 11 markets.
Besides the Pulte brands, other builders topping market rankings include (in
alphabetical order): Cambridge Homes (which is part of D.R. Horton and ties
with Lakewood Homes and Pulte Homes in Chicago); Centex Homes (headquartered
in Dallas, Texas); Darling Homes (Frisco, Texas); David Weekley Homes (Houston,
Texas); Eastwood Homes (Charlotte, N.C.); Granville Homes (Fresno, Calif.);
John Wieland Homes and Neighborhoods (Atlanta, Ga.); Lakewood Homes (which
ties with Cambridge and Pulte Homes in Chicago); M/I Homes (Columbus, Ohio);
Medallion Homes (San Antonio, Texas); Minto Communities (Coconut Creek, Fla.);
Shea Homes (Walnut, Calif.); Standard Pacific Homes (Irvine, Calif.); Tim
Lewis Communities (Citrus Heights, Calif,); and Trendmaker Homes (which is
part of Weyerhaeuser Real Estate Company and headquartered in Houston, Texas).
"In 2008, a wide variety of home builders perform well," said Sonkin. "In
the midst of the volatility that has defined the overall housing market during
the past two years and has caused several home-building companies to go out of
business, many local and regional builders have seized the opportunity to
attract and serve potential home buyers."
In addition, the proportion of homes delivered both completely finished
and on time has increased to 70 percent in 2008 from 58 percent in 2007.
Furthermore, the percentage of home buyers who report that construction on
their new home was finished when they signed the sales contract has increased
to 39 percent in 2008 from 32 percent in 2007.
"Green" Home Features
The study finds that 28 percent of new-home buyers perceive that their
home is environmentally friendly, but a vast majority of these home buyers --
75 percent -- say that their home builder did not identify the home as
"green." The top green features that home buyers believe a new home should
include are: energy-efficient heating and air-conditioning units; energy-
saving appliances; energy-saving lighting; and temperature-controlling windows.
Sales Incentives
The study also finds that more than nine in 10 new-home buyers (92%)
report receiving sales incentives. Among home buyers who report receiving
incentives when purchasing their home, the average sales incentive totaled
more than $16,500. The types of incentives that home buyers report receiving
most often include a reduction in the base price of the home and credit toward
options and upgrades.
2008 New-Home Design Study
The J.D. Power and Associates New-Home Design Study(SM), now in its second
year, measures customer experiences in 33 markets with design and aesthetic
aspects of the new home. Eight factors drive satisfaction with new-home
design: floor plan (17%); master/primary bathroom (15%); kitchen (13%);
ability to customize (13%); interior comfort/environment (12%); flooring
(11%); exterior architectural design (11%); and windows and exterior doors
(8%).
Overall satisfaction with new-home design has increased to 782 on a
1,000-point scale in 2008, up 36 points from 2007. Compared with 2007, the
importance of the floor plan has increased in 2008. In addition, the
flexibility and ability of builders to make non-standard design changes-such
as relocation of an interior wall-is a particularly important new component in
satisfaction with new-home design.
Pulte brands achieve the highest ranking in new-home design in six markets.
Other builders topping new-home design market rankings include (in
alphabetical order): Beazer Homes (headquartered in Atlanta, Ga.); Cambridge
Homes (Ft. Worth, Texas); Centex Homes; Darling Homes; David Weekley Homes;
Drees Custom Homes (Ft. Mitchell, Ky.); D.R. Horton (Ft. Worth, Texas);
Eastwood Homes; Granville Homes; John Laing Homes (Irvine, Calif.); John
Wieland Homes and Neighborhoods; KB Home (Los Angeles, Calif.); Medallion
Homes; Meritage Homes (Scottsdale, Ariz.); M/I Homes; Minto Communities; NV
Homes (which ties with Pulte Homes in Philadelphia); Shea Homes; Standard
Pacific Homes; Tim Lewis Communities; T.W. Lewis Company (Tempe, Ariz.); and
Winchester Homes (part of Weyerhaeuser Real Estate Company and headquartered
in Bethesda, Md.).
2008 New-Home Quality Study
The J.D. Power and Associates New-Home Quality Study(SM), now in its
second year, measures the occurrence and impact of construction problems
experienced by new-home owners in 33 markets. The study utilizes an index that
takes into account the number of problems that occur, the severity of problems
and size of the home, and covers 41 different problem categories for the
following aspects: bathroom; drywall; electrical/appliances; flooring/stairs;
home exterior; interior paint; kitchen; windows/doors; and other significant
problems.
Centex Homes and Pulte brands each rank highest in new-home quality in
seven markets. Other builders topping new-home quality market rankings include
(in alphabetical order): Classic Homes (headquartered in Colorado Springs,
Colo.); C.P. Morgan Communities (which ties with John Wieland Homes in
Charlotte, NC); Darling Homes; David Weekley Homes; Eastwood Homes; John
Wieland Homes and Neighborhoods (which ties with C.P. Morgan Communities in
Charlotte); KB Home; Lennar Homes (Miami, Fla.); Mattamy Homes (Toronto,
Canada); Medallion Homes; Minto Communities; Standard Pacific Homes;
Trendmaker Homes; and T.W. Lewis Company.
Home quality has remained stable since 2007. The rate of customer-reported
problems decreased in 2008 to 1,151 problems per 100 homes from 1,345 per 100
homes in 2007.
The 2008 New-Home Builder Customer Satisfaction Study is based on
responses from 50,837 buyers of newly built single-family homes who provided
feedback after living in their homes an average of four to 18 months. The
study was fielded between March and July 2008. For more comprehensive builder
rankings for all 33 U.S. markets, visit http://www.jdpower.com/homes.
Markets Included in New-Home Builder Customer Satisfaction Study, New-Home
Design Study and New-Home Quality Study
Albuquerque, N.M.
Atlanta, Ga.
Austin, Texas
Central Valley/Fresno, Calif.*
Charleston, S.C.
Charlotte, N.C.
Chicago, Ill.
Columbus, Ohio
Dallas/Ft. Worth, Texas
Denver/Colorado Springs, Colo.
Ft. Myers/Naples, Fla.
Greensboro, N.C.*
Greenville, S.C.*Houston, Texas
Inland Empire, Calif.
Jacksonville, Fla.
Los Angeles/Ventura County, Calif.
Las Vegas, Nev.
Minneapolis, Minn.
Northern New Jersey*
Orange County, Calif.
Orlando, Fla.
Palm Beach, Fla.
Philadelphia, Penn.
Phoenix, Ariz.
Raleigh/Durham, N.C.
Sacramento, Calif.
San Antonio, Texas
San Diego, Calif.
San Francisco Bay Area, Calif.
Tampa, Fla.
Tucson, Ariz.
Washington, D.C.
*New markets added to the study in 2008.
Top Three Builders in Overall Customer Satisfaction by Market
Albuquerque, N.M.*
Highest: Pulte Homes
Centex Homes
Atlanta, Ga.
Highest: John Wieland Homes and Neighborhoods
Sharp Residential Builders
David Weekley Homes
Austin, Texas
Highest: David Weekley Homes
Centex Homes
Standard Pacific Homes
Central Valley/Fresno, Calif.
Highest: Granville Homes
Centex Homes
Wathen-Castanos
Charleston, S.C.*Highest: Centex Homes
Ryland Homes
Charlotte, N.C.
Highest: John Wieland Homes and Neighborhoods
Centex Homes
Pulte Homes
Chicago, Ill.
Highest: Cambridge Homes (tie)
Highest: Pulte Homes (tie)
Highest: Lakewood Homes (tie)
Columbus, Ohio
Highest: M/I Homes
Dominion
Centex Homes
Dallas/Ft. Worth, Texas
Highest: Darling Homes
Huntington Homes
Fox & Jacobs
Denver/Colorado Springs, Colo.
Highest: Shea Homes
John Laing Homes
Pulte Homes
Ft. Myers/Naples, Fla.
Highest: Pulte Homes
DiVosta Homes
Lennar
Greensboro, N.C.
Highest: Eastwood Homes
D.R. Horton
K. Hovnanian
Greenville, S.C.
Highest: Eastwood Homes
Lennar Homes
Ryan Homes
Houston, Texas
Highest: Trendmaker Homes
Highland Homes
KB Home
Inland Empire, Calif.
Highest: Del Webb
Shea Homes
Meritage (tie)
Standard Pacific Homes (tie)
Jacksonville, Fla.
Highest: Pulte Homes
KB Home
Mercedes Homes
Los Angeles/Ventura, Calif.
Highest: Pulte Homes
John Laing Homes
Standard Pacific Homes
Las Vegas, Nev.
Highest: Centex Homes
Meritage Homes
Del Webb
Minneapolis, Minn.
Highest: Centex Homes
Lennar
Mattamy Homes
Northern New Jersey*
Highest: Del Webb
Orange County, Calif.*
Highest: Standard Pacific Homes
John Laing Homes
Orlando, Fla.
Highest: David Weekley Homes
Pulte Homes
Centex Homes
Palm Beach, Fla.
Highest: Minto Communities
Lennar
Centex Homes
Philadelphia, Penn.
Highest: Del Webb
Pulte Homes
Ryan Homes
Phoenix, Ariz.
Highest: Shea Homes
Ashton Woods
T.W. Lewis Company
Raleigh/Durham, N.C.
Highest: Centex Homes
Lennar
Drees Custom Homes
Sacramento, Calif.
Highest: Tim Lewis Communities
Del Webb
John Laing Homes
San Antonio, Texas
Highest: Medallion Homes
Highland Homes
Centex Homes
San Diego, Calif.
Highest: Shea Homes
Lennar
KB Home
San Francisco Bay Area, Calif.
Highest: Del Webb
Pulte Homes
Centex Homes
Tampa, Fla.
Highest: Centex Homes
Pulte Homes
David Weekley Homes
Tucson, Ariz.
Highest: Pulte Homes
Lennar
Meritage Homes
Washington, D.C.
Highest: Pulte Homes
Van Metre Homes
Winchester Homes
*No other builder in this market performs above the market average.
Highest Ranked Builders in Home Design by Market
Albuquerque, N.M.
Pulte Homes
Atlanta, Ga.
John Wieland Homes and Neighborhoods
Austin, Texas
David Weekley Homes
Central Valley/Fresno, Calif.
Granville Homes
Charleston, S.C.
KB Home
Charlotte, N.C.
John Wieland Homes and Neighborhoods
Chicago, Ill.
Cambridge Homes
Columbus, Ohio
M/I Homes
Dallas/Ft. Worth, Texas
Darling Homes
Denver/Colorado Springs, Colo.
John Laing Homes
Ft. Myers/Naples, Fla.
Pulte Homes
Greensboro, N.C.
D.R. Horton
Greenville, S.C.
Eastwood Homes
Houston, Texas
Darling Homes
Inland Empire, Calif.
Meritage Homes
Jacksonville, Fla.
Beazer Homes
Los Angeles/Ventura, Calif.
Pulte Homes
Las Vegas, Nev.
Centex Homes
Minneapolis, Minn.
Centex Homes
Northern New Jersey
Del Webb
Orange County, Calif.
Standard Pacific Homes
Orlando, Fla.
David Weekley Homes
Palm Beach, Fla.
Minto Communities
Philadelphia, Penn.
NV Homes (tie)
Pulte Homes (tie)
Phoenix, Ariz.
T. W. Lewis Company
Raleigh/Durham, N.C.
Drees Custom Homes
Sacramento, Calif.
Tim Lewis Communities
San Antonio, Texas
Medallion Homes
San Diego, Calif.
Shea Homes
San Francisco Bay Area, Calif.
Shea Homes
Tampa, Fla.
David Weekley Homes
Tucson, Ariz.
Pulte Homes
Washington, D.C.
Winchester Homes
Highest Ranked Builders in Home Quality by Market
Albuquerque, N.M.
Centex Homes
Atlanta, Ga.
John Wieland Homes and Neighborhoods
Austin, Texas
David Weekley Homes
Central Valley/Fresno, Calif.
KB Home
Charleston, S.C.
Centex Homes
Charlotte, N.C.
C.P. Morgan Communities (tie)
John Wieland Homes and Neighborhoods (tie)
Chicago, Ill.
Pulte Homes
Columbus, Ohio
Centex Homes
Dallas/Ft. Worth, Texas
Darling Homes
Denver/Colorado Springs, Colo.
Classic Homes
Ft. Myers/Naples, Fla.
DiVosta Homes
Greensboro, N.C.
Eastwood Homes
Greenville, S.C.
Eastwood Homes
Houston, Texas
Trendmaker Homes
Inland Empire, Calif.
Standard Pacific Homes
Jacksonville, Fla.
Pulte Homes
Los Angeles/Ventura, Calif.
Pulte Homes
Las Vegas, Nev.
Centex Homes
Minneapolis, Minn.
Mattamy Homes
Northern New Jersey
Del Webb
Orange County, Calif.
Standard Pacific Homes
Orlando, Fla.
David Weekley Homes
Palm Beach, Fla.
Minto Communities
Philadelphia, Penn.
Del Webb
Phoenix, Ariz.
T.W. Lewis Company
Raleigh/Durham, N.C.
Centex Homes
Sacramento, Calif.
Centex Homes
San Antonio, Texas
Medallion Homes
San Diego, Calif.
Lennar
San Francisco Bay Area, Calif.
Centex Homes
Tampa, Fla.
David Weekley Homes
Tucson, Ariz.
Lennar
Washington, D.C.
Pulte Homes
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company operating in key business
sectors including market research, forecasting, performance improvement,
training and customer satisfaction. The company's quality and satisfaction
measurements are based on responses from millions of consumers annually. For
more information on home building and home improvement; car reviews and
ratings, car insurance, health insurance, cell phone ratings, and more, please
visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-
Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global
information services provider meeting worldwide needs in the financial
services, education and business information markets through leading brands
such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power
and Associates. The Corporation has more than 280 offices in 40 countries.
Sales in 2007 were $6.8 billion. Additional information is available at
http://www.mcgraw-hill.com.
Media Relations Contacts:
Jeff Perlman
Brandware Public Relations
Agoura Hills, Calif.
(818) 706-1915
jperlman@brandwaregroup.com
John Tews
J.D. Power and Associates
Troy, Mich.
(248) 312-4119
john.tews@jdpa.com
Syvetril Perryman
J.D. Power and Associates
Westlake Village, Calif.
(805) 418-8103
syvetril.perryman@jdpa.com
No advertising or other promotional use can be made of the information in
this release without the express prior written consent of J.D. Power and
Associates. http://www.jdpower.com/corporate
(1) Prior to 2008, customer satisfaction index scores for the New-Home
Builder Customer Satisfaction Study were calculated on a centered-to-
100 scale. This score from the 2007 study has been converted to a
1,000-point scale.
Available Topic Expert(s): For information on the listed expert(s), click
appropriate link.
Paula Sonkin
https://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=58145
SOURCE J.D. Power and Associates
