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Bewley’s double celebration for customer service excellence

18 May 2023

Staff at Bewley Homes are celebrating two industry awards. The company has achieved both a ‘Gold Award’ and ‘Outstanding Achievement Award’ for customer satisfaction in 2023.  The awards, run by specialist market research company, In-house Research, are based purely on our customer feedback received through an independent telephone survey.


The research showed 97 per cent of its customers say that they would recommend the housebuilder to friends and family.


The real highlight of the independent In-house research was gaining an Outstanding Achievement for Customer Satisfaction. This is awarded to the very best companies who provide exceptional customer service and is measured by achieving a net promoter score (NPS) of 65 or above. To put Bewley’s achievement into context, in other sectors, Amazon, recorded a NPS of 62, Netflix 68, Disney 50 and Waitrose 34. Bewley Homes registered 71 last year.


Bewley Homes is also celebrating success in the relationships it established with buyers. In a recent benchmark of 74 peers, Bewley came in first place for making customers feel ‘special and valued’ when new homes were handed over.


It’s all part of Bewley’s commitment to its customers and recognition for the quality of its homes it builds, as Andrew Brooks, Managing Director, explains: “This is a fantastic team effort and one the whole company should be proud. The net promoter score helps us gauge the quality of our customer service, particularly in relation to our competitors.  We have worked incredibly hard on the entire customer journey and the feedback is outstanding.”


Chloe Lyons, Head of Customer Service, added: “This is an amazing result considering the backdrop of a very challenging 12 months as we came out of the Covid period. To further improve from last year is testimony to the teamwork across the company to achieve this result.”


Commenting on Bewley’s achievement, Tom Weston, Chief Executive at In-house Research,  commented: “It has been an extremely hard few years for the housebuilding industry. Despite this, Bewley Homes has continued to put customers at the heart of its business, providing a personalised journey and supporting new homebuyers throughout their experience.”



Tom added: “It’s only through delivering exceptional service throughout the buying process, combined with a high level of finish and build quality that recommendation scores reach this level. We are delighted to recognise all the staff at Bewley Homes that have contributed to the achievement of this award.”