Top results have been obtained again in the annual measurement of customer satisfaction of new home buyers. Finnish housing construction clearly came out on top in the industry comparison and is also at the top in the Nordic comparison. Satisfaction is measured by the company-independent EPSI Rating.
The overall average value of the index points for new housing construction was 76,4. The number means that customers are very satisfied with the companies. The corona pandemic has not significantly affected customer satisfaction in housing construction. It is still close to the legal point in the history of measurement: in 2018, 78,8 points were accumulated.
In the industry-specific comparison, the telecommunications industry, which came second, had a score of 73,1, so the difference in favor of the construction industry was clear. Of all the industries in the Nordic countries, only the Danish non-life insurance industry reached the same points as Finnish construction, all the others were a long way behind.
In the comparison between companies, YIT took the win, which was also in the top spot a year ago. Pohjola Rakennus, which had been in bronze place for two years, reached second place. The third most satisfied customers are JM in Finland, which participated in a public comparison for the first time. In practice, third place can be considered shared, as the next ranked Peab and Lujatalo were only 0,1–0,2 index points away from JM.
EPSI Rating's survey included new home buyers as well as the rest of the population. The results show that a first-hand buying experience significantly increases satisfaction and trust in construction companies, but also well over half of the general population says that they can consider buying a new apartment. The most eager are those under thirty, 77 percent of whom say they are considering the issue.
Good communication improves satisfaction in many areas
The satisfaction of apartment buyers is measured in different areas. The most important factors were the location of the apartment, the functionality of the floor plan, the price and the level of equipment. Perhaps somewhat surprisingly, the environmental friendliness of the construction process and materials, as well as smart home features, were at the tail end of the list. However, the impact of responsibility on customer satisfaction has been increasing in recent years.
Staying on schedule and clear, open communication are things that are especially valued.
"Handing over an apartment unfinished or late is usually the biggest pitfall. With the help of open and up-to-date communication, the foundation is laid for the success of the handover process long before the keys are handed over to the customer", states the Country Director of EPSI Rating Finland Heidi Laitinen.
"Information and customer service can save a lot if, for example, you are running behind schedule. The particularly low evaluations given by customers about staying on schedule tend to be reflected in evaluations related to communication. It is very important to keep the customer aware of possible changes," Laitinen continues.
The reasons for satisfaction vary from region to region. In Uusimaa, the most valued is the location of the apartment along good transport connections. Elsewhere, the adaptability and energy efficiency of the apartment are more important. The fact that the apartment is built on its own plot was rated as a very important factor clearly most often in Uusimaa.
Information about the study
EPSI Rating's survey of construction of new apartments for member companies of Rakennusteollisuus RT investigates the companies' customer satisfaction. The research examines, among other things, the image of the industry's companies, customer expectations, product and service quality, and value for money.
The study's target group consists of two groups: Finnish private customers who have bought a new apartment and the apartment has been handed over during the year 2021 (860 interviewees) and the general population (963 interviewees). The interviewees have been selected by random sampling.
The index is produced on a scale of index points from 0 to 100, where 0 to 60 is dissatisfied, 60 to 75 is satisfied, and more than 75 is very satisfied. See the summary of the research report from this link.
More information
- Heidi Laitinen, country director, EPSI Rating Finland, tel. 050 406 8796, heidi.laitinen@epsi-finland.org
- Jukka Pekkanen, director, Talonrakennusteollisuus ry, tel. 050 527 6966, jukka.pekkanen@rakennusteollisuus.fi