Customer satisfaction in new housing construction

The customer satisfaction survey for new residential construction was jointly developed by EPSI Rating and Rakennusteollisuus RT and implemented by EPSI Rating. It annually measures the quality experience of consumer customers in a comprehensive and consistent manner.

The customer satisfaction survey for new housing construction includes the largest housing developers, who produce the majority of privately financed owner-occupied homes sold in Finland. The companies participating in the comparison provide their customer registers for research use and order a detailed company-specific survey. In addition, there is an Others group, which contains a sample of customer reviews from other construction companies. The respondents are randomly selected home buyers who have received a new, completed home during the survey year.

An index indicating the level of customer satisfaction is produced on a scale of 0–100, where 75 is very good, 60–75 satisfied, and 0–60 dissatisfied.

The survey was conducted as a pilot version for the first time in 2017, when the survey concerned the 2016 housing transfers. Starting with the survey carried out in 2018, the survey includes a public comparison list of companies, and each company receives an accurate report of its own results compared to others. Since 2019, the general population's perceptions of housing developers have also been studied.

EPSI Rating is the leading independent company in the Nordic countries in researching and measuring customer and job satisfaction in companies. EPSI Rating produces and publishes unbiased research and measurement data on the non-financial indicators of industries.

EPSI Rating Survey 2024: New home buyers are more satisfied with their purchase

The results of the new home construction customer satisfaction survey increased slightly from the previous year. The customer satisfaction index of consumers who purchased and received a new home in 2024 was 76,4, compared to 75,8 the previous year. The threshold for very satisfied customers is 75 or above.

The quality of the product and service has remained at a high level despite the weak economic climate. The survey has been conducted for nine consecutive years, and no dramatic changes have been seen in customer satisfaction during this period.

Due to the quiet market situation and the lower than normal number of completed apartments, three companies and the Other group participated in the study this time. However, these also achieved comparable results at the industry level compared to previous years.

Read more in the media release

Read the EPSI Rating 2024 summary (pdf)