The 2025 State of Customer Experience Report Is Here — Are You Meeting Buyer Expectations?

Here we go. We’re excited to release the 2025 State of CX Report, a comprehensive look at the residential new construction industry through the lens of over 350,000 homebuyer survey responses gathered over five years. Spanning 625 builder divisions and covering every stage of the buyer journey—from initial sales to final warranty follow-up—this year’s report uncovers clear patterns in how customer expectations are shifting and where builders are rising (or falling) to meet the moment.

One of the biggest findings? Customer satisfaction peaks during the sales phase—with a strong 92.8% star rating—but declines sharply after move-in, dropping to just 75.8% during the warranty phase. Meanwhile, “Would Recommend” scores fall from a near-perfect 97% at purchase to just 71% after move-in. This downward trend in the post-sale experience reflects a widening gap between what homebuyers expect and what they receive once the house is complete.

Why does that matter? Because Net Promoter Scores (NPS)—which measure how likely your customers are to recommend your company—are already lagging across the industry. Builders who don’t have a solid, tech-backed CX strategy in place usually end up with more unhappy buyers than happy ones—and it shows in their scores. And that doesn’t just impact brand perception—it affects referrals, repeat business, and your bottom line.

There’s plenty of good news. The report also spotlights a growing group of builders getting serious about CX—and it’s paying off. They're using tools like AvidCX to gather real-time feedback, act on what buyers say, and track how they’re doing across the customer journey. The result? Higher satisfaction scores and better NPS. These builders are also putting their money where it counts—upgrading CRM systems, improving the design process, and automating warranty follow-ups to avoid the issues that usually pop up after move-in.

In a tough, unforgiving market, CX is no longer something one department can handle alone. It requires buy-in and getting everyone on board: sales, design, construction, operations, and warranty. That’s why this report is essential reading for leaders in every corner of your organization, from the top to the bottom.

CTA: Want to know where your team stands—and what leading builders are doing to get ahead?

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