Our reputation with our customers is critical to the success of our business. We believe buying a new home or commercial property should be enjoyable, and as convenient and stress-free as possible.
We sell homes and commercial property to a wide variety of customers including: individual purchasers; Registered Social Landlords; major property investors; commercial organisations and financial institutions.
Every operating division has a customer service department, which in conjunction with our sales department ensures that we look after our customers from reservation through to legal completion and onto the agreed post-occupation maintenance period.
At Countryside Properties we are committed to continually improving standards of customer care. We therefore operate a Customer Charter and a Customer Satisfaction Strategy across all our residential Divisions.
In-house research has revealed that:
- 86%* (2007: 84%) of purchasers were satisfied (extremely/very/on average) with the overall service provided by the Group after 6 weeks of occupation.
- 83%* of purchasers (2007: 84%) were prepared to recommend us to a friend, demonstrating our continuing commitment to meeting the needs of our stakeholders.
Adding value through communication
In 2008, we have worked hard to ensure our customers are aware of the sustainability features of the new homes and developments that we offer. Our customers are increasingly asking questions about sustainability and the energy efficiency of our homes. We highlight to them the benefits of sustainability as we believe it adds value, particularly as our main competition is the second hand homes market.
We use a variety of channels to communicate with our customers ranging from our websites, sales and marketing literature, information in our sales and marketing suites, as well as more technical information contained in customer handover and completion packs.
Interactive house
For example the interactive house on our new homes website highlights to our customers that how we lead our lives within our homes has the greatest impact on carbon emissions and it therefore helps them to understand how to reduce their environmental impact.
* Based on survey data taken from October 2007 to March 2008.
83% of purchasers would to recommend us to a friend
“It’s refreshing to know that there is a property developer that goes above and beyond to help you. The staff did all the hard work to make sure home buying was a hassle free experience.”.
Anita Hansford and Paddy Blake at Carrington Park, Warrington
Victoria Dawson at Sport City, East Manchester
Daniel Jeffery at Springhead Park, Ebbsfleet