Customers

Provide exceptional service to all of our customers and put them at the heart of our decisions.

Customers, Banner

Our approach

Our customers are at the heart of all our decisions. This extends beyond customer-facing activities, from the initial purchase of the land through to the design of each home and the wider development. We aim to understand their needs and consistently meet or exceed their expectations.


Overview of our 2018-2020 commitments

On 1 May 2018, we renewed our commitment to the Net Promoter Score and launched a new ambitious headline commitment on mortgage lending. These are to be delivered by April 2020, along with other commitments as outlined below.

Our Customers, Net Promoter Score 2018-2020

Net Promoter Score

Establish the Berkeley Group amongst the top performing companies for customer service, as evidenced by the Net Promoter Score.
  

Having high levels of customer satisfaction is critical to our business. We aim to exceed our customers' expectations, starting from the moment a customer first enquires about a property. Each customer receives tailored information relating to their purchase and has a dedicated person to guide them through their buying journey and beyond.

For the last four years, we have used the Net Promoter Score to benchmark the levels of service we provide against well-regarded companies across all sectors. This focus has helped drive improvements in this area, and therefore we will continue to monitor our progress, share good practice, and implement new initiatives to ensure that our customers receive excellent levels of customer service.

Our Customers, Mortgage Lending

Mortgage lending

Make the case for a proportionate approach to lending, including two year mortgage offers, so that every purchaser has a fair chance in the new build market.

We want every homebuyer to have the same chance as an investor to purchase a property in the new build market. Mortgage offers today typically last for six months. But this does not lend itself to buying off-plan because the offer has usually expired before the new property is completed; and a recent study by the London School of Economics identified the length of mortgage offers as a major constraint on housebuilding in London.

Since 2014, the Berkeley Group has applied a UK First Policy which requires that every home is made available in the UK either first or at the same time as launching overseas. We also support the Mayor of London in his new campaign to put Londoners first on the property market. Now we intend to encourage lenders to introduce mortgage offers which give every purchaser a fair chance of buying a new build home. Through research, debate and fresh thinking, we want to create a level playing field for every purchaser.

  • Understand and map customers' emotional journeys and trial the use of the Net Feeling Score.
  • Ensure MyHome Plus is used as an interactive way of communicating with customers.
  • Market all developments in the UK first, in addition to initially ring-fencing sales of all new London homes under £350k to Londoners and subsequently UK buyers.
  • Refer to marketing and sustainability requirements during the set-up of all new sales and marketing suites.
  • Communicate key information on Our Vision to customers.
  • Communicate information on specific sustainability features of our homes and developments and how to live a sustainable life to customers.
  • Give preference to digital communication with customers and ensure hard copy collateral is sustainable.
  • Complete sales suite exit interviews on all sites.
  • Encourage all employees to use the lessons learnt portal, developed as part of our 2016-2018 commitment on customer insight, to share learning points across sites and divisions.

Performance on our 2016-2018 headline commitments

During 1 May 2016 - 30 April 2018, we had headline commitments on the Net Promoter Score and customer insight.

Our Customers, Net Promoter Score 2016-2018

Net Promoter Score

Deliver world-class customer service as evidenced by a top quartile Net Promoter Score compared to UK Customer Satisfaction Index results.

Through this commitment, we have created a 'customer first' mindset and empowered teams to think and act differently. This has been supported by a range of staff training, from creative thinking to exemplary brochure design, and the continuation of our Sales Academy to bring talented individuals from other industries into the business. We have also produced a new publication on The Berkeley Difference.

Our six-month rolling average Net Promoter Score of 73.9 compares favourably with other exemplary companies and we are pleased to have met our target of performing within the top quartile of UK Customer Satisfaction Index results.

We are also proud to have achieved Investor in Customers Gold 2017 across all of our operating companies.

Our Customers, Customer Insight

Customer insight

Run a programme of engagement and research to further enhance our product and processes based on the needs of our customers.

During 2017 we began to use an analytics tool to evaluate commentary from customer survey data in more detail. We have also extended an online sharing portal which was originally implemented in our St James business to enable lessons learnt to be shared across the business.

The views and feedback of potential customers who choose not to buy are also invaluable in helping to shape our future product. We have completed surveys at several sites to understand buyers' thoughts and needs and this complements our annual brand research of what is important to people when selecting a new home.

In addition, we seek to proactively enhance the homes we build through keeping up-to-date with the latest advances in specification and design.


Further information

To find out more about our previous commitments and our achievements against each, please see the Our Vision Performance Update 2017 and the Customers Performance Report 2014-2016. Note that a summary of our 2016-2018 performance is included in the Berkeley Group's 2018 Annual Report, with more detail to follow on our website later this year.


Reports and Case Studies

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