Customer Satisfaction Achievement Award

Builder Partnerships will award the Customer Satisfaction Achievement Award in 2017 to recognize builders who deliver the highest levels of customer satisfaction. This award does more than offer recognition to quality builders; it provides builders with an economical and reliable third-party verification of customer satisfaction, something every builder can use.

Each of the companies presented with the award has built a strong culture focused on customer satisfaction that permeates the company. In addition, they have all worked hard to build processes that encourage suppliers and trade contractors to support that effort, and the final beneficiary is the home buyer.

Every Builder is Eligible

The Builder Partnerships Achievement Award differentiates itself from other recognitions in two key areas. First, it is an independent and cost-effective customer satisfaction measurement that is available to all builders, not just those in certain markets or of a certain size.

Second, the award does not rank one builder against another but recognizes all builders who achieve a benchmark of customer satisfaction, which gives homebuyers a truer measure of a company’s quality.

Criteria

Builders were evaluated across three criteria and were required to demonstrate excellence in all areas. Scores were calculated across the variables and then added together to determine a total score. Builders earning a score above 100 received an award.

The three specific criteria for the award include:

  1. 1. Customer "Willingness to Refer" Ratings – To be considered for the award, the builder needed to demonstrate through customer surveys at least 88% of homebuyers indicating a willingness to refer the company to friends / family.

  2. 2. The Customer Experience – Applicants submitted their customer support documentation which was evaluated and scored by a committee based on set criteria for excellence in managing the customer experience through the building process.

  3. 3. Referral Rates – Total referral rates for the period were also considered as part of the final score.

There are no rankings for this award. Builders either achieve the necessary criteria for the customer satisfaction award or they don’t. There are no comparison to other builders, it is only against the measurement.

A High Integrity Process

To assure a high integrity process, Builder Partnerships put together a team of industry experts, including Chuck Shinn of Builder Partnerships, Littleton, Colo.; Charlie Scott of Woodland, O’Brien and Scott, St. Paul, Minn.; and Carol Smith of Home Address, Colorado Springs, Colorado to be part of the Evaluation Committee for the award. To be considered for this recognition, applicants needed to achieve at least 88% of its homebuyers who say they were willing to refer the company to friends or family. Once clearing that hurdle, the company’s customer service and referral rate were further evaluated in an in-depth review of its processes and documentation.

How to Apply

Information to apply for the 2018 Builder Partnerships Achievement Award in Customer Satisfaction will be available in the Fall. Applications will be due by September 30, 2017 and the awards will be presented at the 13th Annual Builder Partnerships Networking Reception, held the evening prior to the International Builder Show. Please contact Monica Wheaton (monica@builderpartnerships.com) for further information.

BP Achievement Award

This Year's Winners (2016)

  • Atlantic Builders,
    Fredericksburg, VA
  • American Classic Homes,
    Mercer Island, WA
  • Baessler Homes,
    Greeley, CO
  • Gumenick Properties,
    Richmond, VA
  • Vantage Homes,
    Colorado Springs, CO
2015 Winners

Highest Distinction

  • Atlantic Builders,
    Fredericksburg, Va.
  • French Brothers,
    Alamogordo, NM
  • Gumenick Homebuilding ,
    Richmond, VA
  • HHHunt Homes—Richmond Division,
    Richmond, Va.
  • HHHunt Homes—Raleigh Division,
    Richmond, Va.
  • Vantage Homes,
    Colorado Springs, CO

Distinction

  • American Classic Homes,
    Mercer Island, WA
  • B.R. Knez Construction,
    Painesville, OH
  • Bedrock Builders,
    Noblesville, IN
  • Schmidt Builders,
    Cincinnati, OH
2014 Winners

Achievement Awards for Highest Distinction

  • HHHunt Homes
    Hampton Division
    Hampton Roads, VA
  • HHHunt Homes
    Richmond Division
    Richmond, VA
  • HHHunt Homes
    Raleigh Division
    Raleigh, NC
  • B.R. Knez Construction, Inc.
    Concord, OH
  • Jeff Benton Homes
    Hunstville, AL
  • Schmidt Builders, Inc.
    Cincinnati, OH

Achievement Awards for Customer Satisfaction

  • Thompson Homes
    Owensboro, KY
  • New Traditions Homes
    Vancouver, WA
  • Conaway Homes
    Whitehouse, TX
  • Gabriel Builders
    Greer, SC
2013 Winners

Achievement Awards for Highest Distinction

  • Knez Construction,
    Painesville, Ohio
  • Wayne Homes, Uniontown,
    Ohio
  • Northland Residential,
    Burlington, Mass.
  • Consort Homes, Chesterfield,
    Mo.
  • DSLD Homes,
    Denham Springs, La.
  • HHHunt Homes
    Raleigh Division,
    Richmond, Va.
  • Maracay Homes,
    Scottsdale, Ariz.
  • Schmidt Builders,
    Cincinnati, Ohio
  • The Jones Company,
    Nashville, Tenn.
  • True Homes, Monroe,
    N.C.
  • Vantage Builders,
    Colorado Spring, Colo.

Achievement Awards for Customer Satisfaction

  • Ryland Homes
    Houston Division,
    Calabasas, Calif.
  • Shaddock Homes, Plano,
    Texas
  • M. Christopher & Company,
    Lucas, Texas
  • Standard Pacific Homes,
    Irvine, Calif.
  • HHHunt Homes
    Hampton Division
    Richmond, Va.
  • HHHunt Homes
    Richmond Division
    Richmond, Va.
  • Thompson Homes
    Owensboro, Ky.
2012 Winners

Highest Distinction

  • Knez Construction,
    Painesville, Ohio
  • Wayne Homes,
    Uniontown, Ohio
  • Northland Residential,
    Burlington, Mass.
  • Consort Homes,
    Chesterfield, Mo.
  • DSLD Homes,
    Denham Springs, La.
  • HHHunt Homes,
    Raleigh Division— Richmond, Va.
  • Maracay Homes,
    Scottsdale, Ariz.
  • Schmidt Builders,
    Cincinnati, Ohio
  • The Jones Company,
    Nashville, Tenn.
  • True Homes,
    Monroe, N.C.
  • Vantage Builders,
    Rio Rancho, N.M.

Distinction

  • Ryland Homes,
    Houston Division — Calabasas, Calif.
  • Shaddock Homes,
    Plano, Texas
  • M. Christopher & Company,
    Lucas, Texas
  • Standard Pacific Homes,
    Irvine, Calif.
  • HHHunt Homes,
    Hampton Division— Richmond, Va.
  • HHHunt Homes,
    Richmond Division— Richmond, Va.
  • Thompson Homes,
    Owensboro, Ky.
2011 Winners

The inaugural winners of this award were recognized January 11, 2011 at the International Builders Show in Orlando, Fla., when Chuck Shinn of Builder Partnerships and Monica Wheaton honored the first 8 companies to achieve “Highest Distinction in Customer Satisfaction.” They were:

  • Bigelow Homes Illinois,
    Aurora, Ill.
  • Bigelow Homes Texas,
    San Marcos, Texas
  • Gumenick Properties,
    Owensboro, Kent.
  • Jagoe Homes,
    Aurora, Ill.
  • Regency Homes,
    Omaha, Neb.
  • Southern Homes,
    Slidell, La.
  • The Jones Company,
    Nashville, Tenn.
  • Thompson Homes,
    Owensboro, Kent.

The following company achieved the Builder Partnerships Achievement Award for Customer Satisfaction award:

  • Bigelow Homes Texas,
    San Marcos, Texas
More Information

Click on the following links for more information:

About the Industry Experts

About Builder Partnerships

Builder Partnerships is a unique organization focused on strengthening relationships, improving communication and providing educational opportunities for builders, manufacturers and others within the home building industry. As part of our program, we manage streamlined, competitive incentive programs for our builder members on behalf of our manufacturer associates. www.BuilderPartnerships.com

About Woodland, O’Brien & Scott

Woodland, O’Brien & Scott is one of the housing industries original customer satisfaction survey and consulting firms. The Principal Partners of Woodland, O’Brien & Scott have more than 60 years of first hand homebuilding experience and utilize this experience along with proprietary surveys, and software to identify client strengths, weaknesses, provide benchmarking services, and identify client performance improvement opportunities. Learn more about Woodland, O’Brien & Scott at www.woodlandobrien.com or by contacting Charlie Scott at CharlieS@woodlandobrien.com.

About Home Address

For more than 30 years, Carol Smith and Home Address have provided home builders with practical insights and proven techniques that cut to the heart of any service issue. Smith’s methods have helped hundreds of builders develop better service expertise, establish a stronger position in a challenging market and win genuine customer loyalty.