Countryside receives prestigious accolades for excellence in customer service


We are proud to announce that we have received a five-star rating again from the Home Builders Federation (HBF), following the annual announcement of the industry’s customer satisfaction survey results.

The survey takes into consideration everything from the level of customer service and quality of the home to the handover process. At Countryside, we instil an exceptional focus on quality – whether it be in our homes or when speaking to customers - and are delighted to hear that 91% of our customers would recommend us to a friend.

In addition, we have also been awarded both the "Gold Award" and "Outstanding Achievement" award for customer satisfaction throughout 2020. Our annual Customer Satisfaction Survey, conducted by independent researchers, In-House, has found that more than 90% of Countryside customers would recommend us to a friend.

All three acknowledgements are prestigious accolades and are a testament to the team’s hard work, dedication, and commitment to deliver places people love.

In a more challenging year than ever to purchase a home, we were determined to go that extra mile and ensure the exhilarating moment of buying a Countryside home was both memorable and enjoyable. We always aspire to be a five-star builder, which means we see our service standards and customer engagement during the purchase process as a priority.

Iain McPherson, Group Chief Executive, Countryside, said: “We pride ourselves on building high quality homes and exceptional customer service and these recognitions reflect our commitment to creating places people love.

“2020 was a year like no other and posed more challenges than anyone could have predicted but, as a business, we’re proud to have continued keeping people are at the heart of what we do to ultimately ensure the customer experience meets expectations and is consistently seamless, flexible and hassle free.”

The executive chairman of Home Builders Federation, Stewart Baseley said: “The survey demonstrates that the industry is delivering an excellent level of service in the opinion of over 90% of its customers. The fact that we have seen four successive years of improved satisfaction levels shows the clear focus builders have been putting on the customer. That this level of satisfaction has been delivered during a pandemic that saw sites closed and builders unable to access homes for a period makes it even more of an achievement. The industry remains committed to maintaining the significant progress of recent years and fully supports moves to put an independent New Homes Ombudsman in place to strengthen customer protections and continue to drive up standards.”

The Chief Executive of In-House Research, Tom Weston, comments: "We are extremely proud to be working with such a customer-focused business. The 'Gold Award' recognises those who put the customers at the heart of everything that they do. The 'Outstanding Award' shows the commitment that Countryside 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 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 Countryside that has contributed to the achievement of both these awards".