JD Power and Associates Reports

J.D. Power and Associates Reports:
Brookfield Homes, Innovations by Jayman and Sterling Homes Achieve Builder of Excellence Distinctions in
the Calgary Single-Family Home Market
WESTLAKE VILLAGE, Calif.: 13 April 2013 — Three builders of new single-family homes—Brookfield Homes,
Innovations by Jayman and Sterling Homes—have been recognized as J.D. Power Builders of Excellence for
providing outstanding service and high customer satisfaction, according to the J.D. Power and Associates 2013
Alberta Single-Family New-Home Builder Customer Satisfaction StudySM released today.
The study measures satisfaction among new homebuyers throughout the new-home purchase and early-ownership
experiences with builders in Calgary, and is conducted in association with the Professional Home Builders Institute of
Alberta.
To achieve this distinction, a home builder must perform within the top 20 per cent of customer satisfaction scores,
which are based on benchmarks established in J.D. Power and Associates’ customer satisfaction research. Customer
satisfaction is measured across eight factors: builder’s service/warranty staff; builder’s sales process/staff; home
readiness; construction site/team; workmanship/materials; price/value; physical design elements; and design
centre/décor centre.
Compared with the Calgary regional average, Brookfield Homes, Innovations by Jayman and Sterling Homes all
perform particularly well in construction site/team; home readiness; service/warranty staff; builder’s sales
process/staff; and workmanship/materials.
“New-home builders increasingly recognize the value of post-delivery contact and follow-up, which study data shows
as being one of the key factors contributing to the increased levels of customer satisfaction this year,” said Dale
Haines, senior director of the real estate and construction practice at J.D. Power and Associates. “Not only is overall
customer satisfaction with new-home builders in the Calgary market up from 2012, the Calgary market’s performance
has reached the highest levels of customer satisfaction since 2008.”
According to Haines, high levels of customer satisfaction may also be attributed to Calgary-area builders’ continued
improvements in home quality, on-time delivery and post-possession follow-up.
“Builders who take the proactive step of reaching out to their customers shortly after possession to resolve
outstanding issues typically achieve higher customer satisfaction scores,” said Haines.
“Congratulations to the 2013 Builders of Excellence. The Professional Home Builders Institute of Alberta is proud to
offer customer satisfaction surveying to all Alberta new-home builders,” says Angela Tripathy, chief corporate officer
at The Professional Home Builders Institute. “Receiving this award proves that the builder has embraced the core
values of service excellence and made them an integral part of their customer care experience.”
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services
company providing forecasting, performance improvement, social media and customer satisfaction insights and
solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers
(Page 1 of 2)
annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and
more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to
sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in
November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill
Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the
global capital and commodity markets. The Company's leading brands will include: Standard & Poor's, S&P Capital
IQ, S&P Dow Jones Indices, Platts, Crisil, J.D. Power and Associates, McGraw-Hill Construction and Aviation
Week. The Company will have approximately 17,000 employees in more than 30 countries. Additional information is
available at www.mcgraw-hill.com.
J.D. Power and Associates Media Relations Contacts:
Gal Wilder; Cohn & Wolfe; Toronto, Canada; (647) 259-3261; gal.wilder@cohnwolfe.ca
Beth Daniher; Cohn & Wolfe; Toronto, Canada; (647) 259-3279; beth.daniher@cohnwolfe.ca
John Tews; Troy, Mich.; (248) 680-6218; media.relations@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior
written consent of J.D. Power and Associates. www.jdpower.com/corporate
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(Page 2 of 2)
J.D. Power and Associates Reports:
Jayman Modus Calgary Achieves Builder of Excellence Distinction in the Alberta Multi-Family Home Market
WESTLAKE VILLAGE, Calif.: 13 April 2013 — Jayman Modus Calgary has been recognized as a J.D. Power
Builder of Excellence for providing outstanding service and high customer satisfaction to buyers of new, multi-family
homes, according to the J.D. Power and Associates 2013 Alberta Multi-Family New-Home Builder Customer
Satisfaction Study.SM
The study measures satisfaction among new homebuyers throughout the new-home purchase and early ownership
experiences with builders in Alberta, and is conducted in association with the Professional Home Builders Institute of
Alberta.
To achieve this distinction, a home builder must perform within the top 20 per cent of customer satisfaction scores,
which are based on benchmarks established in J.D. Power and Associates’ customer satisfaction research. Customer
satisfaction is measured across seven factors: builder’s service/warranty staff; builder’s sales process/staff; home
readiness; building/shared features; workmanship/materials; price/value; and physical design elements.
Compared with the Alberta regional average, Jayman Modus Calgary performs particularly well in builder’s sales
process/staff; home readiness; service/warranty staff; workmanship/materials; and building/shared features.
“We find that the high-performing builders in this segment that typically perform well in the satisfaction factors not
only reap the benefits of satisfied customers, but they may also potentially generate sales leads through referrals and,
thus, increase their bottom line,” said Dale Haines, senior director of the real estate and construction practice at
J.D. Power and Associates.
"Congratulations to the 2013 Builder of Excellence. The Professional Home Builders Institute of Alberta is proud to
offer customer satisfaction surveying to all Alberta new-home builders,” said Angela Tripathy, chief corporate officer
at The Professional Home Builders Institute. “Receiving this award proves that the builder has embraced the core
values of service excellence and made them an integral part of their customer care experience.”
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services
company providing forecasting, performance improvement, social media and customer satisfaction insights and
solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers
annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and
more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education company, signed an agreement to
sell its McGraw-Hill Education business to investment funds affiliated with Apollo Global Management, LLC in
November 2012. Following the sale closing, expected in early 2013, the Company will be renamed McGraw Hill
Financial (subject to shareholder approval) and will be a powerhouse in benchmarks, content and analytics for the
global capital and commodity markets. The Company's leading brands will include: Standard & Poor's, S&P Capital
IQ, S&P Dow Jones Indices, Platts, Crisil, J.D. Power and Associates, McGraw-Hill Construction and Aviation
(Page 1 of 2)
Week. The Company will have approximately 17,000 employees in more than 30 countries. Additional information is
available at www.mcgraw-hill.com.
J.D. Power and Associates Media Relations Contacts:
Gal Wilder; Cohn & Wolfe; Toronto, Canada; (647) 259-3261; gal.wilder@cohnwolfe.ca
Beth Daniher; Cohn & Wolfe; Toronto, Canada; (647) 259-3279; beth.daniher@cohnwolfe.ca
John Tews; Troy, Mich.; (248) 680-6218; media.relations@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior
written consent of J.D. Power and Associates. www.jdpower.com/corporate
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For immediate release
For more information:
PHBI Communications
403.253.3636
PHBI Announces New Home Buyers’ Choice Award™ Winners for Calgary Region
Calgary, Alberta (April 15, 2013) – The Professional Home Builders Institute of Alberta (PHBI) is thrilled to recognize the
Calgary Region’s 2013 New Home Buyers’ Choice Award™ recipients:
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Homes by Us Ltd.
Kingsmith Homes
Truman Homes 1995 Inc.
Hons Construction Ltd.
The Award
Presented in partnership with the Alberta New Home Warranty Program, the PHBI New Home Buyers’ Choice Award
recognizes Alberta home builders who achieve outstanding customer satisfaction ratings.
Recipients are low-volume home builders that score in the top 20 per cent within their builder region according to the Alberta
New-Home Builder Customer Satisfaction StudySM conducted by J.D. Power and Associates. For the 2013 New Home Buyers’
Choice Award, the study included participating single-family home builders in the Calgary region that turned over fewer than
50 homes in 2012. Survey responses were collected from January 1, 2012 to December 31, 2012.
“We are thrilled to recognize Alberta’s home builders for their outstanding customer satisfaction,” says John Kozole, PHBI’s
President & CEO. “These awards reflect the opinion of Alberta new home buyers, and we believe in the value of providing this
knowledge to each local market.”
Customer Satisfaction Survey
In the Alberta New-Home Builder Customer Satisfaction Study, buyers evaluate their builders in 10 areas:
· Sales Staff
· Building/Shared Features
· Design Centre/Décor Centre
· Workmanship and Materials
· Construction Site Team
· Price Paid for Home
· Home Readiness
· Overall Satisfaction
· Physical Design Elements
· Customer Loyalty
To maximize the value of the survey data, PHBI and J.D. Power and Associates developed Accutrend – a reporting system that
allows all Alberta home builders to access real-time information about their performance in these key customer satisfaction
areas.
By allowing comparison of different builders’ customer satisfaction levels, the survey results are also useful for homebuyers.
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A New Program for 2013 and Beyond
In the summer of 2012, in response to feedback from Alberta home builders, PHBI began seeking a new partner for its
customer satisfaction survey and awards program. Following a rigorous review of several prospective partners, PHBI selected
CustomerInsight™ – a leader in research and consulting programs in the homebuilding industry. Launching in early 2013, the
CustomerInsight program will focus more on Alberta homebuyers’ warranty and customer service experiences, with the goal
of providing data to builders and warranty companies to help them better measure and monitor performance and risk.
“Home buyers’ reactions, opinions and feedback are powerful drivers of performance and professionalism in any industry. This
is especially true in an industry like residential construction, whose landscape is highly competitive and whose customers
typically do a good deal of due diligence before making a purchase decision. We are thrilled to be working with
CustomerInsight to give Alberta home buyers a stronger voice and make more meaningful, actionable feedback available to
Alberta home builders,” says Angela Tripathy, PHBI’s Chief Corporate Officer.
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