Builders with outstanding customer service shine at H.O.M.E. Awards

Happiest homeowners rate Alberta builders as tops.

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Several home builders in Edmonton held their own in a recent international competition that awards the superior customer service provided by builders throughout North America.

The Edmonton builders were among 12 Alberta companies that took 16 of the 23 customer experience awards presented at the 13th Annual Homeowner Mark of Excellence (H.O.M.E.) awards, held Nov. 14 in Huntingdon Beach, Calif. Six Alberta builders bested other Canadian and American companies to sweep the Builder of Choice category.

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The annual Mark of Excellence competition showcases excellence in the homebuilding experience as measured by Customer Insight, a survey provider for the residential construction industry and a subsidiary of Constellation Home Builder Systems. New home buyers are surveyed one month after possession and again at 13 months. The survey gathers performance data for residential home builders. To become a finalist, entrants must meet a minimum 70 per cent customer satisfaction requirement.

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Cantiro Homes won Builder of Choice (50-299 homes) and Best Customer Experience, Edmonton and area Single Family (150-plus homes). Photo by Ryan Ponto /jpg

Edmonton and area winners for Best Customer Experience, single-family homes, were Justin Gray Homes (five to 55 homes), veteran winner Lincolnberg Master Builder (56 to 149 homes) and Cantiro Homes (150-plus). Encore Master Builder is a multi-award winner and Cantiro Homes is a new entrant for the prestigious Builder of Choice Award, which is earned based on feedback from all survey participants.

In the Calgary region, Strathmore-based Aquilla Homes, Airdrie’s McKee Homes and Cedarglen Homes picked up Best Customer Experience Awards, as did Homes by Avi and Logel Homes in the multi-family bracket. Builder of Choice awards went to single-family builders McKee Homes, Cedarglen Homes and multi-family builders Cedarglen Living and Logel Homes in a tie.

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Colbray Homes of Red Deer picked up a customer experience award for the Central Alberta region.

Donna Moore, customer experience manager with Constellation Home Builder Systems, says competitors for Builder of Choice must have outstanding customer service and exceptional ratings from their trade and supply partners and employees. Builders must deliver on their promises and follow through on their one-year obligations to the homeowner, all while making their partners and employees feel valued and part of the team.

“It’s not an easy feat. We are so proud of the tremendous performances of our Alberta leaders,” she says.

The 2023 Customer Ambassador is also an Albertan — Nicole Westman-Jones — director of brand, people and culture for Jayman Built, a company founded by her father, Jay Westman, and grandfather Al Westman. This award is presented to an outstanding individual who has made a remarkable contribution to improve the perceptions people have of the residential homebuilding industry by demonstrating leadership and initiative in the areas of customer experience.

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“Nicole’s dedication to advancing the customer experience in residential homebuilding industry is truly commendable. Her focus on education is contributing to a more skilled workforce. That, together with her ability to recognize and utilize customer feedback and connect with customers needs, have been instrumental in driving positive change,” says Moore.

The H.O.M.E. Awards were held in conjunction with the Build Smarter Annual Conference held Nov. 13 to 15. All winners are posted at homeownermark.com.

2023 Homeowner Mark of Excellence Award Winners

Best Customer Experience

Edmonton and area Single Family

  • Justin Gray Homes (five-55 homes)
  • Lincolnberg Master Builder (56-149 homes)
  • Cantiro Homes (150-plus homes)
  • Central Alberta Single Family: Colbray Homes, Red Deer

Builder of Choice

  • Encore Master Builder (4-49 homes)
  • Cantiro Homes (50-299 homes)

Industry Ambassador

Nicole Westman-Jones, Jayman Built, Calgary and Edmonton

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