Early this year, Homebuilder Ops published the 2024 New Home Buyer Customer Experience Expectations Report. Our research team conducted a nationwide study of what recent and prospective new construction buyers prefer and expect during the homebuying process.
The following infographic and summary highlights the essential insights from the 2024 New Home Buyer Customer Experience Expectations Study to help homebuilders better understand and align with modern homebuyer preferences.
The homebuyer's journey often begins online, with nearly half of potential buyers starting their research on builder websites, social media, and reviews.
This initial interaction is crucial; a fast, informative, and user-friendly online presence can make the difference between capturing a lead or losing them to a competitor.
Speed and responsiveness here are critical, as buyers expect quick answers and seamless interactions.
Buyers have made it clear: digital engagement is no longer optional.
With 63% of homebuyers preferring to connect with sales reps via email, live chat, or online forms, homebuilders must prioritize their digital communication channels.
Automated messaging systems and instant chat features can ensure that potential buyers receive immediate attention, creating a sense of importance and urgency.
Affordability remains a top concern for today’s homebuyers.
With 45% of survey respondents worried about costs and hidden fees, transparency in pricing and financing options is more critical than ever.
Educating buyers early in the process by providing detailed, easy-to-understand information on these topics can alleviate concerns and build trust, setting the stage for a smoother sales process.
When it comes to a builder’s website, buyers prioritize certain features over others.
Photos and videos, design and customization options, and financing information top the list of what buyers want to see.
Homebuilders should ensure these elements are front and center and offer potential buyers the tools they need to make informed decisions and visualize their future homes.
Building trust quickly is key to moving potential buyers through the sales funnel.
Personalization, from tailored communication to showcasing testimonials and real homeowner stories, can significantly enhance the buyer’s experience.
Understanding their specific needs and reflecting that understanding in your interactions is essential to building a strong connection.
Streamlining the appointment scheduling process through an efficient CRM system is another critical step.
Buyers expect convenience, and a well-integrated CRM can provide just that by offering straightforward scheduling options, automated reminders, and easy rescheduling features.
This not only improves the user experience but also helps your sales team manage their time more effectively.