Customers
Our goal is to put our customers at the heart of our decisions and provide an industry-leading home buying experience.
Our Approach
We put our customers at the heart of every decision we make. From exceptional customer service to the quality of our homes, we aim to delight them in every last detail. We'll increasingly be using digitalisation and personalised communications to enhance our customers' experience.
Customer experience
Achieve a Net Promoter Score of 70 or above and an industry-leading Recommend to a Friend score
We provide an exceptional, personal home-buying experience. We measure customer satisfaction and experience using two metrics: Net Promoter Score and Recommend to a Friend, both of which are consistently above the industry average.
We will continue to seek feedback from our customers through internal and external mechanisms and use this to improve the experience and product that we provide.
Digitalising the way we work
Offering our customers more options to interact with us digitally
We will increase the use of technology such as virtual tours and video updates to engage with our customers and understand their needs.
In addition to the face-to-face communication in sales suites, our teams now use MyHome Plus as a portal for sharing information about individual properties and developments. Over the next two years we will aim to sign up 90% of our customers to MyHome Plus, helping us to communicate the right information at the right time during the buying process.
Highlights
Awards, Accreditations & Partnerships
Investor in Customers
In-house Research
In-house Research
Latest News
Another year of Outstanding customer satisfaction for Berkeley
Berkeley Group has won top customer service awards in an independent benchmarking assessment, for the sixth consecutive year.
Read More
Berkeley Group named Britain's 6th Most Admired Company
Berkeley Group also took the top spot of all home builders in the peer-review study.
Read More
Further Information
MyHome Plus is a digital portal to communicate all of the information relevant to buying, moving into, and living into a new Berkeley home.
At Berkeley we are committed to creating great places where people love to live, work and relax. Where the homes are light-filled, adaptable and finished to very high standards. Where carefully planned public areas enhance well-being and quality of life for residents and visitors. Where people feel a sense of community.
Find Out More
This extract from the Berkeley Group Annual Report 2020 summarises performance during May 2018 to April 2020. It includes key achievements across each of the five focus areas in place during the commitment period.
Our Vision Performance
