Homebuilders Who Delivered Best Customer Experience Honored With 2017 Eliant Homebuyers’ Choice Awards

MBK Homes earns top rating of all multi-divisional home builders in the nation. The Olson Company named top-rated single division builder in the nation.

DANA POINT, CA – Homebuilders who provided their customers with the best purchase and ownership experiences—according to surveyed homebuyers—have been honored in the 21st annual Eliant Homebuyers’ Choice Awards competition.

The winning builders were chosen based on the results of more than 106,000 surveys which were administered to all recent home owners from over 156 major homebuilders across the U.S.

The Eliant awards are presented annually by Eliant (www.eliant.com), a customer experience management company that has been surveying buyers of new homes for over 33 years. Once again, imortgage, an Eliant Certified lender, is the Premier Sponsor of these Awards.

MBK Homes is the recipient of the “The Eliant” award for the Best Overall Purchase and Ownership Experience from among multi-division builders. In addition, MBK Homes was honored with 19 awards including an unprecedented 11 First Place awards and 6 Second Place awards among all Medium-Volume builders.

The Olson Company is the recipient of “The Eliant” for Best Overall Customer Experience in the single divisional builder segment. The Olson Company was also honored with 10 Premier Awards (First, Second or Third place) among all qualifying Large-Volume builders. The Olson Company received a grand total of thirteen Homebuyers’ Choice Awards.

The highest number of awards earned by a home builder in this year’s competition was a total of  22 Homebuyers’ Choice Awards earned by The New Home Company, including four First Place Awards. A clear customer favorite, the TRI Pointe Group, won a total of 18 Homebuyer’s Choice Awards, half of which were Premier Awards.  Benchmark Communities won a total of 16 Homebuyers’ Choice Awards. Winning communities reached across both the Large and Medium Builder segments.

William Lyon Homes, Robson Resort Communities and GL Homes of Florida were recognized both the Large and High Volume Builder segment. William Lyon received homebuyers’ number one ranking for the Construction Experience and Design Experience. Robson Resort Communities received a number one ranking for First Year Quality.

In the Medium Volume Builder segment, Rosewood Homes received six Premier Awards.  Giddens Homes received awards in four categories in the Medium Volume Builder segment.

In the all-important category of “Percent of Sales from Referrals,” Gentry Homes (Medium Builder segment), GL Homes of Florida – Palm Beach Adult (Large Builder segment) and Irvine Pacific (High Volume segment) scored the highest “Percent of Sales from Referrals. In 2016, Hawaii based Gentry Homes sold an astonishing 50% of their homes from referrals followed closely by GL Homes of Florida selling 48% from referrals.

Eliant’s builder clients are improving their customers’ experience to such a degree that home owners are not only more willing to offer a referral, but more and more prospects are buying new homes due to these referrals.  Each year, Eliant analyzes the “Percent of Sales from Referrals” from the ten highest rated builders: In 2009, 32% of these builders’ sales were sourced from referrals, while in 2017, 41.8% of their sales were from referrals, a 9.8% increase.

“In addition to highlighting our winning builders, It is also important to recognize those teams making progress in creating a customer service culture,” according to Jex Manwaring of Eliant. GL Homes of Florida – Other Palm Beach received an award recognizing the Most Improved Builder.

Eliant recognizes the nation’s top performing field representatives in the areas of Sales, Construction, Design and Customer Service as voted by recent homebuyers. The spot for top sales representative yielded a three way tie between Julie Harwood (Brookfield Residential, Southern California), Vallery DeVilbiss (Brookfield Residential, Southern California)  and Matt Sbragia (TRI Pointe Group, Northern California – TRI Pointe Homes).  Heather Alexander (The Olson Company, Southern California) was named top Design Consultant. The top Customer Service Representative was Robert Lily (MBK Homes, Southern California). Ryan Grexton (William Lyon Homes, Southern California) was named the nation’s number one Construction Representative.  From among thousands of their peers, these representatives were identified by homeowners as the best in America at delivering an extraordinary customer experience.

The recipient of the 2017 Eliant “First American Customer Experience Leader of the Year” is Donna Velasco, Director of Customer Care at MBK Homes. This award recognizes extraordinary success in consistently delivering a customer-­focused experience to homebuyers.

A total of 40 different builders were recognized for being in the top five for their excellence in one or more customer-experience categories. Builders with consistently high levels of customer satisfaction included: The New Home Company (22 awards), MBK Homes (19 awards), TRI Pointe Group (18 awards), and Benchmark Communities (16 awards). The Olson Company (13 awards) and William Lyon Homes (9 awards) also distinguished themselves once again this year.

This year’s award program features Premier Sponsor, imortgage/Loan Depot, an Eliant Certified company and seven firms widely acclaimed for delivering extraordinary customer experiences; dwellingLive, Crummack Huseby, Westwood Insurance, PHWS, First American Title, Peninsula Publishing and Mayers & Associates.

Information on the survey methodology and a complete list of winning home builders is available at www.eliant.com.

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