The Housing Institute, Inc. Board of Directors
Developed in 1997, the Certified Professional Home Builder (CPHB) program was builders answer to creating higher standards in marketplace expectations. Today, this voluntary certification program far exceeds Georgia's licensing standards in effect as of July 1, 2008. The CPHB program is a step above and beyond licensing by requiring continuing education, benchmarking in code compliance and dispute resolution, and now, assisting in the evaluation of customer satisfaction in order to improve quality and performance.
With approximately 250 members, the program continues to grow and adapt to the changes in the home building industry as customer satisfaction remains of the utmost importance for The Housing Institute, Inc. (THI), and the CPHB™ Program. From the moment a home is purchased, through the construction process and until after closing, CPHB home builders strive for satisfied homebuyers. THI felt that it was important to measure customer satisfaction to help our builders improve and stay on the leading edge of quality.
THI has worked diligently with GuildQuality, a company that defines and measures quality, performance, and customer satisfaction nationally for builders, remodelers, commercial contractors, and real estate developers, in establishing customer satisfaction measures and tools to provide feedback. THI will continue to use the results from the GuildQuality Customer Satisfaction surveys as a way to help heighten builder standards through continuing education. Though THI promotes the importance of customer service and satisfaction, we realize that each customer is a key link in the success of a builder improving his/her customer service. At THI, we recognize that people are critical and in order to be customer-oriented, policies must promote and reflect customer satisfaction and service. With help from GuildQuality, CPHB’s can evaluate the customers’ responses and look for their expectations. Each CPHB can assess how s/he is performing as a company on surveys as well as review results compared to peers in similar categories. This assessment is a competitive benchmark for the CPHB’s and allows them to identify customer satisfaction and perceptions in their target market. In July 2008, all builders will have to be licensed from the state to pull a permit. Although licensing is a positive mechanism for raising the bar it still only provides a limited source of protection for the home buying consumer. All builders will be viewed on an equal playing field because all will have to be licensed. However, a license does not equal quality. Home buyers will still need to perform due diligence and not solely rely on licensing. As the state of Georgia and builders move closer to the first year of licensing, THI and the CPHB program’s goal remains steadfast-to raise the standard for builders and better serve the marketplace. We will continue to make strides to exceed expectations and to improve customer satisfaction and service for the consumer. The mission of THI is to promote the highest standards of professionalism between the residential building industry and the community. Our board of directors hopes you find the CPHB™ program beneficial to your homebuying experience and that you to choose to look for the CPHB™ stamp of a professional before you buy. THI uses its best efforts to determine a builder’s qualification for certification as a Certified Professional Home Builder™. While the program recognizes the professionalism of a builder, THI does not make any warranty or representation, express or imply to home buyers or others, and has not inspected the construction of any home, and therefore does not and cannot address the specific quality of a new home. The home buyer is encouraged to discuss the program with their Certified Professional Home Builder™ and to contact THI for more specific information about the program.
