YIT received the highest score for customer satisfaction in new residential construction

YIT’s customer satisfaction (81.0) is the highest in the construction industry.
The difference to the industry average (77.8) and to the construction company in second place (78.0) is clear. YIT has now placed in the survey’s top three for four years in a row.

The results are from EPSI Rating’s Uudisasuntorakentaminen 2020 (Construction of new residential units) survey that the Confederation of Finnish Construction Industries RT and its largest members carry out annually. The survey measures how satisfied home buyers are with construction companies. The results are measured on an index of 0–100, with 75 reflecting a very good level.

YIT’s results are higher than the industry average in all of the various categories of the survey: image 82.9 (industry: 80.1), expectations 84.3 (83.4), product quality 84.2 (81.4), service quality 84.4 (81.6), getting one’s money’s worth 84.7 (81.8) and customer loyalty 84.3 (80.3).

“The continuous improvement of customer experience has been our objective for years, and it’s been a joy to see the results reflected in the EPSI survey. A big thank you to all of our employees and partners for your hard work during the pandemic year. Together, we will continue our long-term work in order to be able to serve our customers even better,” says Pekka Helin, Senior Vice President, Head of Customerships and Living Services, YIT.

In recent years and, particularly, during the pandemic, YIT has invested in developing residential sales online. At the moment, buying or renting a YIT Home is possible practically from your own couch. Tours of new residential areas and housing companies in advance marketing are organised as online webinars with electronic signups. It’s also possible to watch the recordings online afterwards.

“Showing initiative has clearly become a more significant issue impacting customer satisfaction in all segments during COVID-19. Roughly said, the better a company has kept its customers up-to-date by utilising all possible communication channels, the more people trust it and the more satisfied its customers are. Good and determined communication has increased customer satisfaction during this exceptional year,” says Country Manager Heidi Laitinen from EPSI Rating Finland.

Generally speaking, customer satisfaction among consumers who bought a new apartment remained on a very high level in 2020. Customer satisfaction was also the highest in a comparison between various Finnish business segments for the third year in a row. The segment’s results are also very high when compared on a Nordic level.

*EPSI Rating’s annual business segment survey for new residential construction examines customer satisfaction and loyalty as well as the impact of various issues on customer experience in the construction industry. Continuing the pattern of the past two years, customer satisfaction in new residential construction reached nearly 78 index points again. The results that are published now reflect customers who received a new home in 2020. The results are based on phone interviews with consumers who bought an apartment. The first survey was completed in 2017 and concerned apartments handed over in 2016.

For further information, please contact:
Pekka Helin, Senior Vice President, Head of Customerships and Living Services, YIT Finland Ltd, tel. +358 (0)40 588 8135, pekka.helin@yit.fi 
Johanna Savolainen, Communications Manager, YIT Corporation, tel. +358 (0)44 305 4594, johanna.savolainen@yit.fi 

YIT is the largest Finnish and a significant North European urban developer and construction company. We create more sustainable, functional and attractive cities and living environments. We develop and build apartments, business premises and entire areas. We also specialise in demanding infrastructure construction. We own properties together with our partners, which supports the implementation of our significant development projects. We also provide our customers with services that increase the value of properties. We employ about 7,400 professionals in 10 countries: Finland, Russia, Sweden, Norway, Estonia, Latvia, Lithuania, the Czech Republic, Slovakia and Poland. In 2020, our revenue amounted to approximately EUR 3.1 billion. YIT Corporation's share is listed on Nasdaq Helsinki Oy.