| 2008 we said |
2009 we did |
In 2010 we will |
| Develop better understanding of the customer experience by extending our research to further exemplar developments |
Introduced a new survey to obtain detailed site specific information on customer satisfaction |
Target now closed. We will continue to report our performance on customer satisfaction |
| Incorporate sustainability questions into improved customer satisfaction survey process |
Incorporated three new questions relating to sustainability within our standard customer survey.
Understanding the importance of sustainability to our customers.
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Review customer feedback to improve our communication with customers and inform future designs |
Increase access to home ownership through continuation of Crest Nicholson EasyBuy scheme
Actively work with Government/Agencies to deliver homes to the various assisted schemes
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225 net Easybuy reservations |
Continue to offer our Easybuy scheme and Homebuy Direct |
| Ensure independent financial advisors (IFA) are available to all customers |
Continued to provide this service, ensuring that customers understand the financial responsibility of home ownership |
Review the service levels and appointment of IFA’s to ensure a high standard of service |
| Achieve 80% or over for overall satisfaction ratings (customer sales, build quality and after sales services) |
Achieved 89.7% (HBF data)
Achieved 82.47 (Crest Nicholson data)
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Achieve a minimum of 87.5 by November 2010. (Crest Nicholson data) |
| Maintain zero breaches on codes for advertising and marketing, including the British Code of Advertising |
Maintained zero breaches |
Maintain zero breaches |
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New for 2010
Improve the home demonstration process and train our sales and build teams
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