For the fifth consecutive year, every Berkeley Group operating company has achieved both an 'Outstanding Achievement Award' and a 'Gold Award' following an independent benchmarking assessment by customer satisfaction experts at In-house Research.
The assessors, who place Berkeley "among the best companies in the UK for customer service", reviewed more than 1,600 customer feedback surveys, all from buyers who completed their purchase in 2019.
The Outstanding Achievement Awards are reserved for companies with exceptionally high Net Promoter Scores (NPS), which is a metric for customer satisfaction used to benchmark performance across different industries.
Berkeley's NPS currently stands at an average of +78, from a scale of -100 to +100, which compares well to leading national brands like Marks & Spencer (+68 NPS in 2019) and John Lewis (+67 NPS in 2019). The average NPS across the homebuilding industry was +32 in 2019 according to the Home Builders Federation (HBF).
The Gold Award, also achieved by all Berkeley Group companies, recognises that more than 98% of customers surveyed in 2019 would recommend Berkeley to a friend.
The insights from the in-depth evaluation are fed back to management teams and used to shape and improve on-going performance.
Tom Weston, Chief Executive at In-house Research said, "The 'Outstanding Awards' shows the commitment that Berkeley Group has to go above and beyond for their customers. This special award places them alongside some of the best companies in the UK for customer service. It's only through delivering an exceptional service throughout the customer journey, combined with a meticulously designed and finished home that recommendation scores reach this level. We are so pleased to recognise all the staff at Berkeley Group that have contributed to the achievement of both these awards."
About In-house Research
In-house Research Ltd has been measuring customer satisfaction since 1998. Outstanding Achievement Awards began in 2016.
All surveys are conducted over the telephone, ensuring all customers are given a fair and equal opportunity to provide feedback on their experience.
They specialise in capturing the voice of the customer, enabling businesses to learn not just 'what' needs improving, but 'how' it can be improved using the customers own words.