Making the buyer journey visible
Property and building services processes tend to be lengthy, with plenty of opportunities to lose a sale along the way. Every step matters, right through to close.
For Legal & General, we've followed the customer journey behind home sales. For Fora, we've mystery shopped an office space enquiry from first contact through to completion. And for Pimlico Plumbers, we've even sent our shoppers into their own homes to see how enquiries like fitting a new boiler are handled.
Wherever the journey happens, we'll flag where an opportunity, or a customer, gets missed along the way.
New Homes Benchmark Report 2026
Based on 17,637 metrics from mystery shops with 27 UK housebuilders in 2025, this year’s benchmark adds a digital channel for the first time and finds a widening gap between how buyers are made to feel and how well the sale is moved forward.
The report compares performance across regions and highlights where standards have held steady. It sets the findings against the 2026 housing market and draws on buyer feedback to show what earns a recommendation.
