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.

The index indicating the level of customer satisfaction is produced on a scale of 0–100, where over 75 is very satisfied, 60–75 is satisfied, and 0–60 is 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 2025: New Home Buyer Satisfaction at Record Level

The results of the new home construction customer satisfaction survey reached the highest level in the ten-year measurement history. The customer satisfaction index of consumers who purchased and received a new home in 2025 was 78,8, compared to 76,4 the previous year. The threshold for very satisfied customers is 75 or above.

Customers' experience of value for money was a whopping 82 index points. Evaluations of product and feedback quality also reached record highs: product quality 81,4 and service quality 86,8.

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. These also yielded results comparable to previous years at the industry level.

Customer satisfaction in new residential construction has remained at a level clearly higher than the average for other industries, with the exception of one year. EPSI Rating measures customer experience in Finland across a wide range of industries, from construction, energy and water supply to banking and insurance services, retail, healthcare, tourism, telecom operators and digital services.