Customers
Our goal is to put our customers at the heart of our decisions and provide an industry-leading home buying experience.
Our Approach
We put our customers at the heart of every decision we make. From exceptional customer service to the quality of our homes, we aim to delight them in every last detail. We're increasingly using digitalisation and personalised communications to enhance our customers' experience.
Customer Experience
Achieve a Net Promoter Score of 70 or above and an industry-leading Recommend to a Friend score
We provide an exceptional, personal home-buying experience. We use an independent market research agency to measure customer satisfaction and experience using two metrics: Net Promoter Score and Recommend to a Friend, both of which are consistently above the industry average.
We will continue to seek feedback from our customers through internal and external mechanisms and use this to improve the experience and product that we provide.
Digitalising the Way We Work
Offering our customers more options to interact with us digitally
We continue to increase the use of technology such as virtual tours and video updates to engage with our customers and understand their needs.
In addition to the face-to-face communication in sales suites, our teams use MyHome Plus as a portal for sharing information about our homes, the buying process and customer choices. Over the next year we will continue to aim to sign up 90% of our customers to MyHome Plus, helping us to communicate the right information at the right time during the buying process.
Highlights
Our Net Promoter Score (NPS) is above 80, compared to an industry average of 44 (on a scale of -100 to +100)
98% of our customers would recommend us to a friend, compared to an industry average of 90%
More than 85% of our customers use MyHome Plus; a digital platform to communicate information about the home
Awards, Accreditations & Partnerships
Member
The Institute of Customer Service
Outstanding Achievement Award
In-house Research
Gold Award
In-house Research
Latest News
Research Crowns Berkeley Group Industry Leader for Outstanding Customer Satisfaction
Celebrating a decade of Outstanding Achievement Awards.
Berkeley Group Celebrates Customer Satisfaction Awards
Berkeley Group is celebrating a raft of customer satisfaction awards in recognition of its outstanding customer service and high quality homes.
Further Information
What is MyHome Plus?
MyHome Plus is a digital portal to communicate all of the information relevant to buying, moving into, and living into a new Berkeley home.Buying with Berkeley Group
At Berkeley we are committed to creating great places where people love to live, work and relax. Where the homes are light-filled, adaptable and finished to very high standards. Where carefully planned public areas enhance well-being and quality of life for residents and visitors. Where people feel a sense of community.Find Out More
Our Vision 2030: 2024 Progress Update
This extract from the Berkeley Group’s 2024 Annual Report provides an update on progress towards meeting our targets across each of our ten strategic priorities and details highlights for the period May 2023 to April 2024.
Our Vision 2030
