SOURCE: Real Estate Temps

January 19, 2011 08:00 ET

2011 Eliant Homebuyers' Choice Awards Recognize Builders Delivering an Incredible Customer Experience

SAN CLEMENTE, CA--(Marketwire - January 19, 2011) -  Many home builders are finding that the best way to stimulate sales is to deliver an extraordinary purchase and ownership experience to their customers, thereby generating up to 35-40% of their sales from referrals, according to Robert Mirman, founder and Chief Executive Officer of Eliant, www.eliant.com, a 'customer experience management' company that has been surveying buyers of new homes for 27 years.

In partnership with Newport Beach, CA-based Real Estate Temps, Eliant has announced the results of more than 55,000 surveys which were administered in 2010 to all recent home owners from over 190 major homebuilders across the nation, 134 of which received a sufficient number of surveys to qualify for this 14th annual competition. 

"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, homebuilders are developing new ways to truly delight homebuyers so they become 'customer advocates' who actively promote their new neighborhood to their friends."

The best-performing builders based on the survey results were announced on January 18 by Eliant. Although 41 different builders or divisions were identified as being the best in the industry, this year's awards were dominated by Richmond American Homes (Denver, CO, with operations in 10 states; 16 awards); Pardee Homes (Los Angeles, CA, with divisions in two states; 8 awards); Rosewood Homes (Scottsdale, AZ; 6 awards), MBK Homes (Irvine, CA; 6 awards) and The Olson Company (Seal Beach, CA; 6 awards).

Mirman said each Eliant Homebuyers' Choice Award category was divided into three volume-segments based on the size of the homebuilder: High Volume Builders (including companies and builder divisions that sold more than 250 homes in 2010; Large Builders (100-249 homes); and Medium Builders ( < 100 homes).

Lynda Lane, CEO of Real Estate Temps and a long-term partner with Eliant on this award program, said: "We were pleased to note that the scores of this year's winners are even higher than last year, confirming that (1) home builders are delivering on the promise of a delightful purchase experience, and (2) the size of the builder and its status as a public or private company has little to do with the successful execution of that commitment."

For the second year in a row, Rosewood Homes is the recipient of the "The Eliant," the "Best Overall Customer Experience" award for single division builders. Mirman said, "Rosewood Homes is the undisputed leader in the delivery of an extraordinary customer experience."

The other second-year recipient of "The Eliant" for "Best Overall Customer Experience" in the multi-divisional builder segment was MBK Homes (Irvine, CA). Of all multi-divisional builders, MBK Homes was also ranked by homebuyers as delivering the highest rated "Purchase Experience."

Of all multi-divisional builders, one of the clear customer-favorites was highly rated Richmond American Homes. Three of its divisions (California, Phoenix, and Nevada) were ranked number one in several key categories, and the company won 16 of the 63 total awards. Mirman pointed out that "This firm has demonstrated an uncommon level of consistency in delivering outstanding customer experiences across many regions and differing buyer segments."

Pardee Homes (Los Angeles, CA) earned its way into the top echelons of the industry with eight awards. The Las Vegas division earned the number one customer satisfaction rating for its nationally acclaimed "Customer Service" program. Pardee Homes' San Diego division was ranked number one in its segment for the all-important category of "Percent of Sales from Referrals," with 36% of its sales coming from home owner referrals and local word-of-mouth.

The Olson Company (Seal Beach, CA) garnered awards in six categories, including a number one ranking for the "Design Selection" experience. Other builders with strong customer satisfaction ratings were William Lyon Homes (Newport Beach, CA; four awards) and Greth Homes (Reading, PA; three awards).

Explaining the value of an award based on the customer experience, Mirman said, "These award winners are not being selected by a panel of industry judges, but have been identified by their customers... the ultimate judges."

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 experience monitoring services via e-mail, mail, or telephone to many of the nation's top home building industry firms in 39 states and Canada. 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, escrow firms, design firms and other companies interested in improving their customers' loyalty.

About Real Estate Temps

Founded in 1990, Real Estate Temps, www.realestatetemps.com, 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
    Email Contact
    (949) 753-1077 x12
    or
    Beth Phillips
    Real Estate Temps
    Email Contact
    (949) 732-4858