Homebuilders who delivered best customer experience honored with 2018 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.

ALISO VIEJO, CA – Homebuilders who provided their customers with the best purchase and ownership experiences—according to surveyed homebuyers—have been honored in the 22nd annual Eliant Homebuyers’ Choice Awards competition.

The winning builders were chosen based on the results of 128,200 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 34 years.

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 fifteen awards including seven additional First Place awards among all Medium-Volume builders.

“MBK Homes is a clear industry leader in the delivery of consistent world-class customer experience,” declared Bob Mirman, founder and Chief Executive Officer of Eliant. Craig Jones, President of MBK Homes, added “This top Eliant award is a fitting recognition of our team members’ commitment to delighting their customers. Everyone at MBK is extremely proud to have won this award.”

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 four additional First Place Awards among all qualifying Large-Volume builders. The Olson Company received a grand total of five Homebuyers’ Choice Awards. “Once again, The Olson Company has proven itself to be one of the undisputed leaders in the delivery of an extraordinary customer experience,” stated Mirman. Scott Laurie, CEO of the Olson Company, said “The Eliant Award is the ultimate recognition of the service we provide because it is judged by our customers. Everyone at The Olson Company is committed to our customers and this award is a great honor.”

Century Communities won a total of fourteen Homebuyers’ Choice Awards including the Most Improved Builder Award (Washington Division) for improvement from 2016 to 2017. Winning communities reached across all three builder segments (High Volume, Large Volume, and Medium Volume). “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 Eliant’s Bob Mirman. Ralph Baja, Century’s National Director of Customer Relations and Process Improvement, said “Century Communities takes pride in our focus on strong customer satisfaction in every phase of the home building experience. These multiple awards underscore our success in meeting this goal.”

Another clear customer favorite, the TRI Pointe Group, won a total of thirteen Homebuyer’s Choice Awards, nine of which were Premier Awards (1st, 2nd, or 3rd Place in each category). “We are thrilled to receive this recognition,” stated Tom Mitchell, President and COO of the TRI Pointe Group. “These awards are especially gratifying because they reflect our customers’ recognition of our company-wide commitment to provide memorable experiences.”

Grand Homes, The New Home Company, William Lyon Homes, Minto Communities-USA, and Robson Resort Communities and were recognized in both the Large and High Volume Builder segments. Minto Communities-USA received first place recognition for First Year Quality. The New Home Company and Robson Resort Communities received four Premier awards, Grand Homes received three while William Lyon received two Premier awards.

In the Medium Volume Builder segment, Rosewood Homes was honored with six Premier Awards. Tim Lewis Communities and Giddens Homes received four awards. Grand Homes was recognized a total five times in both the High and Medium volume Builder segments.

In the all-important category of “Percent of Sales from Referrals,” Label & Co. (Medium Builder segment), McCaffrey Homes (Large Builder segment) and Irvine Pacific (High Volume segment) scored the highest “Percent of Sales from Referrals. In 2017, McCaffrey Homes sold an astonishing 53% of their homes 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 2018, 41.7% of their sales were from referrals, a 30% increase.

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 two-way tie between Lucie Nguyen (MBK Homes, Southern California) and Mike Mahdi (TRI Pointe Homes, Northern California). Donna Roveda (TRI Pointe Homes, Southern California) was named top Design Consultant. The top Customer Service Representative was Alex Lujan (MBK Homes, Southern California). Allen Cumston (Minto Communities-USA, Florida) 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 2018 “First American Customer Experience Leader of the Year” is Ralph Baja, Century Communities, National Director, Customer Relations & Process Improvement. Sponsored by First American Title Company, this award recognizes extraordinary leadership of the builder’s consistent delivery of a memorable customer experience.

A total of 41 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: MBK Homes (16 awards), Century Communities (14 awards), and The TRI Pointe Group (13 awards). William Lyon (7 awards), The New Home Company (7 awards) and Minto Communities-USA (7 awards) also distinguished themselves this year.

This year’s award program’s featured sponsors widely acclaimed for delivering extraordinary customer experiences; loanDepot; Land Concern Landscape Architecture; Cove Programs; Design Tec; Front Steps/DwellingLive; Focus 360; Peninsula Publishing; and First American Title.

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

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