Have you recently moved into a brand new home or condominium? If so, we really want to hear from you. Every year at this time we invite new home owners across the province to tell us about their buying experience and to rate their new home builder.
This year, we will send out more than 52,000 surveys to consumers who moved into a new home or condo between October 1, 2015 and September 30, 2016. As part of our commitment to being accessible we offer the survey in various languages such as French, Mandarin, Farsi and Punjabi.
The survey asks for opinions about key aspects of the new home buying experience, including the signing of the Agreement of Purchase and Sale, the Pre-Delivery Inspection, and the level of customer service the builder provided after the sale closed. We also ask about the relationship with Tarion and whether we met expectations.
Why do we survey new home owners every year? Simple: it’s a great opportunity for help us gain a thorough, first-hand understanding of the consumer experience, from purchase to occupancy. It also helps ensure that our processes and service are relevant, useful and constantly improving. We also use the information to work with builders and help them to make improvements that better serve new and existing customers.
We think that Ontario’s warranty program is one of the strongest in North America. It has become that by our remaining open to change and consistently searching for new and more effective ways to protect new home owners and regulate builders. That’s why we ask what homeowners think of the warranty generally. We also ask if builders have met consumer expectations. Whether the new home buying experience went smoothly? If there were any issues with the home after move in and if the builder listened to concerns and worked to repair warranted issues?
Feedback on these and other questions give Tarion and builders across the province valuable insights into the kinds of concrete service improvements that new home owners want and need. Past survey results have led to new features being added to MyHome, our web portal that helps you manage your warranty online.
We’ve also used the information to give builders useful insights on how to make improvements to their own customer service. Where we receive enough responses, builders are given detailed individual reports comparing their results to the provincial average (without identifying the participants). We then follow-up with these builders to help analyze their scores and how to improve on them.
This survey feedback is also critical to us in another important way. Every year, it determines which builders are the finalists and recipients of the Homeowners’ Choice Awards, as chosen by their customers. Presented by Tarion, these are the only awards that give Ontario’s new home buyers the power to have their new home builder recognized for customer service excellence.
These awards are also a useful tool for future new home buyers doing research about a builder. When a builder becomes a finalist or a recipient of the award, that information is put on their record in the Ontario Builder Directory (on Tarion.com) for everyone to see.
So, consumer opinion’s matter! If you have taken possession of a new home in the past year, please look out for the Tarion survey that will arrive this month by email or mail. It only takes a few minutes to complete, and your responses will have a lasting impact.