SOURCE: Real Estate Temps

February 18, 2010 19:48 ET

2010 Eliant Homebuyers' Choice Awards Identify Builders Committed to Quality and Customer Service

Even in a Difficult Market, Many Builders Remain Focused on Delivering an Extraordinary Customer Experience, Homebuyer Survey Reveals

SAN CLEMENTE, CA--(Marketwire - February 18, 2010) - Despite a difficult housing market, many homebuilders have used this downturn to increase their focus on product quality and customer satisfaction, according to Robert Mirman, Chief Executive Officer of Eliant, a "customer experience management" company that has been surveying buyers of new homes for 26 years.

In partnership with Newport Beach, CA-based Real Estate Temps, Eliant has announced the results of more than 60,000 surveys which were administered in 2009 to all recent home owners from over 200 major homebuilders across the nation.

The surveys were used to determine the winners of the 2010 Eliant Homebuyers' Choice Awards in which 146 builders received a sufficient number of surveys to qualify for this 13th annual competition.

Mirman, whose firm was the first to systematically conduct nationwide surveys of new-home buyers in 1984, said that the survey results confirm the growing commitment of homebuilders to the delivery of an extraordinary customer experience.

"No one understands more about a home's quality or the customer service experience than the people living in the new home," Mirman said. "Based on our survey results, these recent homebuyers are increasingly pleased with the quality of their new homes and the level of service they received from the homebuilder's representatives. In order to develop a competitive advantage in their markets, homebuilders are developing new ways to truly delight homebuyers so they become 'customer advocates' who actively promote their new community to their friends."

The best-performing builders based on the survey results were announced on February 16 by Eliant. Although 41 different builders or divisions were identified as being the best in the industry, this year's awards were dominated by Rosewood Homes (Scottsdale, AZ), MBK Homes (Irvine, CA) and Richmond American Homes (based in Denver, CO, with operations in 10 states).

Mirman said each Eliant Homebuyers' Choice Award category was divided into three segments based on the size of the homebuilder: High Volume Builders, which included companies and builder divisions that sold more than 250 homes a year in 2009; Large Builders, which sold between 101 and 249 homes; and Medium Builders, which sold less than 100 homes.

Lynda Lane, CEO of Real Estate Temps and a partner with Eliant on the 2010 awards program, said: "Along with verifying the continuing commitment of home builders to quality and service, these surveys show the size of the builder and its status as a public or private company have little to do with the successful execution of that commitment."

Mirman added: "One of our shining stars is a medium-size privately owned builder, Rosewood Homes, headquartered in Scottsdale, AZ. Rosewood Homes ranked number one in three of our six categories in the Medium Builder segment, a tremendous accomplishment regardless of size. Rosewood wrote the book in its market when it comes to delivering an extraordinary experience."

Rosewood Homes is this year's recipient of the "The Eliant," the "Best Overall Customer Experience" award for single division builders.

The other recipient of "The Eliant" for "Best Overall Customer Experience" was MBK Homes in the multi-divisional builder segment. In fact, MBK Homes dominated its competition by sweeping five of the six award categories in the Large Builder segment.

According to Mirman, MBK Homes' president Tim Kane has been a long-time proponent of delivering a truly unique experience to every buyer of its homes, thereby creating "evangelical" home owners who essentially become members of his sales team.

In the High Volume Builder segment, the top-ranked builder was Denver, CO-based Richmond American Homes. Winning the No.1 ranking in four of six categories, and with six of its divisions winning awards, Richmond American Homes demonstrated an uncommon level of consistency in delivering outstanding customer experiences across its many divisions.

An example of Richmond American Homes' exceptional level of customer-sensitivity, Mirman points out, is the fact that the company's divisions ranked Nos. 1, 2, 3, and 4 in the highly competitive and coveted "Customer Service" award category.

Explaining the value of an award based on the customer experience, Mirman said, "In essence, each survey represents a direct vote that the homebuyer gives to their builder. These award winners are not being selected by a panel of industry judges, but have been identified by their customers... the ultimate judges. The builders who ranked high in this survey have every right to be extremely proud of this achievement."

For further information on the survey methodology and a complete list of winning home builders, visit www.eliant.com.

About Eliant

Founded in 1984, San Clemente, CA-based Eliant has long been recognized as the nation's leading provider of specialized consumer research services for the nation's home building industry. The firm offers world-class customer surveying services via e-mail, mail, or telephone to hundreds of home building industry firms in 39 states. Other services include focus groups, exit-interviews, new-home shopper research, and customer experience management training and consulting. Eliant has earned an international reputation by providing a wide range of sophisticated customer experience management strategies for home builders, lenders, design firms and other firms interested in improving their customers' loyalty.

About Real Estate Temps

Founded in 1990, Real Estate Temps was the first company to exclusively specialize in providing licensed real estate sales agents for new home sales offices on a straight-fee basis, thereby reducing or eliminating employment overhead costs for its builder clients. In addition to temporary staffing, Real Estate Temps annually places more sales professionals with homebuilders for full-time and permanent employment than any other new home staffing company. The firm also provides sales agents to resale home brokerage firms for open house coverage, to foreclosure and home auction companies for a wide range of sales-related activities, and to mortgage companies for escrow administration assistance.

Contact Information

  • For further information, contact:
    Bob Mirman
    Eliant
    949-753-1077

    Beth Phillips
    Real Estate Temps
    949-732-4858