J.D. Power scraps 2011 U.S. New-Home Builder Customer Satisfaction Study

Citing difficult market conditions in residential construction and a smaller pool of builders to evaluate, J.D. Power and Associates has canceled its 2011 U.S. New-Home Builder Customer Satisfaction Study.

In a July 21 letter to customers, J.D. Power senior director Dale Haines said the organization has “decided not to move forward with the 2011 U.S. New-Home Builder Customer Satisfaction Study. … Because of [a] reduced volume of [home-buying] transactions — combined with a much smaller pool of builders eligible to be evaluated — we would be unable to provide the analysis and actionable insight that our industry has come to expect."

Haines continued, “While this was a very difficult decision, it will provide us with an opportunity to conduct a complete review of the program. This will involve many conversations with the industry, both in group and in one-to-one meetings, to better understand how we can enhance the value of our home building industry research going forward.”

Haines said J.D. Power will continue to provide consultation services for builder “voice of the customer” programs, in addition to benchmarking research, social media insights, call center/contact center assessment, mystery shopping, and qualitative text analytics services.

J.D. Power began measuring customer satisfaction in home building in 1997. Its annual builder customer satisfaction study grew to cover 34 markets at its peak, but the recent housing downturn force the organization to eliminate a number of market reports. It studied 17 markets last year, including Atlanta, Charlotte, Dallas/Ft. Worth, San Antonio, San Francisco, and Washington, D.C.

To read Haines’ letter to J.D. Power customers, visit: http://www.housingzone.com/blog/jd-power-scraps-2011-builder-customer-satisfaction-study.