47 WELCOME TO YOUR NEW HOME keepmoat.com 48 CUSTOMER SATISFACTION SURVEYS At Keepmoat, customers are our first consideration. Our processes and procedures have been developed so that we react in a speedy and efficient manner and within our agreed Service Level Agreements. We are committed to delivering a high‐quality home and an excellent customer experience to all our customers. Once you’ve moved in, the NHBC would like you to tell them about your home‐ buying experience with us, helping them to continually improve housebuilding standards for homeowners like yourself. The NHBC carries out two customer satisfaction surveys. The first is conducted on behalf of the Home Builders Federation (HBF), and typically you will receive this questionnaire about eight weeks after you have moved in. It asks about your experience of the buying process, your moving‐in day and the early after‐sales service you received from us. The second questionnaire will come to you about nine months after you move in. By this time, you should have settled into your new home and any issues that may have arisen should have been resolved. This survey focuses more on the after‐sales service you received from us. Please look out for these surveys. They have been kept short so that they should take a matter of minutes to complete and help to improve standards across the industry. We’re here to help Details on how to contact us are on page 3. Plus, full details of our warranties and complaints procedure can be found in your handover documents.
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