Homeowner Survey Results

Every two years New Zealand Certified Builders Association have a survey completed of people who have used a builder in the last few years. This is conducted by an independent survey company and the people contacted are random and therefore not necessarily homeowners who have had a new home, or an alteration done by a member of NZCB.

As always there are some very interesting points and feedback that come out of this survey, most of which are valuable for members of NZCB. These points include:

Choosing a builder:

• Recommendations from family and friends is still by far the most common method of choosing a builder (over 60%).

TIP: It’s a great idea to ask your current satisfied clients whether they have any friends or family that are considering building and if so, can they give you their contact details?

• Kiwis in the 40–64 years age bracket are most likely to be referred to a builder by a designer or architect (but still only 8%).

TIP: Building relationships with designers and architects is always well worth your time.

Attributes valued in a builder:

• For the third survey in a row “Reputation for Quality” (#1) and “Professionalism and Communication” (#2) are the two top rated attributes sought by homeowners of their builder.

TIP: Great things to mention in your own advertising or discussions with potential clients.

• Price and a fixed quote are the lowest attributes.

• Membership of a building trade association (such as NZCB) is rated 8 out of 10 in importance.

TIP: Make sure you have the correct NZCB branding in place.

• Kiwis are becoming more aware of their builders’ trade qualifications and this has increased over the last two years.

Building start times:

• Delays in start times of more than four months (from engaging a builder) are becoming more common (over 25%).

• Homeowners’ unhappiness with delayed start times increases as it extends with 65% being unhappy if start times are delayed by between six and 12 months.

TIP: Start times are often due to factors outside of the builders control, but there is a need to communicate, communicate, communicate with your clients if there are delays.

Contracts/disclosures:

• Disappointingly, around 50% of those surveyed did not have a written contract.

TIP: Use the fact that you are using a contract as a selling point of your professionalism.

• Checklists and disclosures, although seen as important by homeowners, are still only received by them around 20% of the time.

TIP: Again, ask your potential client if they have received these from other builders. If no, reinforce the fact that they are the law and that you as a builder, by using them, are showing your professionalism and protecting your reputation.

Building Guarantees:

• Only 31% of New Zealanders had a guarantee in place with their builder in their last project.

• New Zealanders considered the following to be the three most important aspects of any building guarantee:

– Comprehensive coverage

– Financial strength– Ease of application

TIP: The NZCB exclusive Halo 10 year Residential Guarantee insurance meets all these aspects.

We have made use of this research in press releases to the media and also in our advocacy work with the building regulators (MBIE) and central government politicians. Make sure you make use of it also.