JD Power – Builder Satisfaction Survey – Methodology concerns


Here is an e-mail I sent to the “ask-us” link from the JD Power web site about their survey methodology for “New-Home Builder’s Customer Satisfaction Survey”. I haven’t heard anything back from JDPA, but I will update this post if I do.

Be careful how you interpret the results of this survey as it is currently conducted.


From:   [Hidden] 
Sent: Thursday, April 17, 2014 9:09 AM
To:  [Hidden]@jdpa.com’;  [Hidden]@jdpa.com
Subject: Builder Satisfaction Survey

Hi:

I took part in one of your builder surveys (the Canadian New-Home Builders Customer Satisfaction Survey) a number of years back; in fact, results of an earlier version of the survey formed a large part of the reason I bought my house in the first place. The idea of the survey is a very good one, but the survey methodology is fatally flawed.  You send out the survey within the first year of occupancy, when the builder is still on the hook to fix deficiencies.  A longitudinal survey would be far more useful.  Similar metrics, but taken at the 6 month mark, the 2 year mark, the 5 year mark and the 7 year mark (just as the Tarion warrantee expires).  This would help you see what owners think about their builder once the hidden problems start to rise to the surface. 

I gave my builder,  [Hidden] , a glowing reference when I responded to your survey, but if I were asked again, my response would be far different and I would be able to provide real examples of poor service and cut-corners.

Without this type of long term look at satisfaction with home builders, the survey is misleading at best. 

Sincerely,

 [Hidden] 
 [Hidden address] 
 [Hidden] ONT

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One thought on “JD Power – Builder Satisfaction Survey – Methodology concerns

  1. Update: I have written to JD Power twice by e-mail, and I have tweeted them in Twitter, but I have never received a response. The only thing that I can conclude from that is that they know their methodology is flawed and either they are incapable of fixing it, or they don’t care. For my money, I would ignore the results of JD Power surveys until they start taking methodology issues seriously.

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