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
Achieving industry leading customer satisfaction scores
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 (NPS) 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. We continue to aim to sign up at least 90% of our customers to MyHome Plus, helping us to communicate the right information at the right time during the buying process.
2024/25 Highlights
A Net Promoter Score (NPS) of +81.6, compared to an industry average of +59 (on a scale of -100 to +100)
98% of our customers would recommend us to a friend, compared to an industry average of 94%
More than 90% of customers signed up to 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
Public-Private Partnership Delivers First Affordable Homes and Two Bridges to Reconnect West Ham at Twelvetrees Park
Berkeley Group, has delivered the first 110 affordable homes and two pedestrian bridges at TwelveTrees Park, West Ham.
Over 100 New Homes Delivered for the London Borough of Brent
Berkeley Group company St George has officially handed over 115 new, canal-fronted homes at Grand Union, Alperton, to Brent Council.
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: 2025 Progress Update
This extract from the Berkeley Group’s 2025 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 2024 to April 2025.
Berkeley Group Our Vision 2030
