New Homes Benchmark Report 2025

New Homes Benchmark Report 2025

New homes sales teams set a high standard. Buyers are warmly welcomed, rapport comes naturally and homes are presented with confidence. The gaps appear towards the end of the journey, when it’s time to secure a commitment and follow up. Directions, mortgage advice and warranty information are also missed more often than they should be.

Strong averages hide a lot of variation, between housebuilders and between sites within the same business. The report shows how standards rise the longer a mystery shopping programme runs. It also finds that something as simple as mentioning the warranty can make a real difference to how confident buyers feel.