When deciding whether to buy one of your homes, your buyers probably changed their minds as often as they changed their clothes (and some apparently change their clothes more often than others).

But, once they finalized the comparison shopping process and moved into their new home, wouldn’t you think the new home owners would be happy with their new home and not want to change anything?

Of course not!

During 1996-97, 18,500 new homeowners were surveyed and asked if they would “change anything about their new home.” Mailed to new homeowners 60 days after move-in by Eliant, this comprehensive survey was returned by almost 11,000 California buyers.

96% said they would change something about their new home! Many of the suggested changes were mentioned only infrequently:

§         Some said they would change their neighbor or their neighbor’s children (good luck)

§         Some admitted they selected a poor location (i.e. road noise)

§         A small percentage said the first thing they would change was their builder!

However, a large number of issues were mentioned frequently. The consistency of these concerns across all types of homes and price categories indicates that product design is not as customer driven as it needs to be.

Here is a brief summary of the TOP Five responses from new homebuyers when asked “If you could change something about your home, what would that be?”:

NUMBER 5: Kitchen And Cabinetry   About 4% of new home buyers said they would change either the design of the workspace or type of cabinets. Though a sizable proportion of these buyers desired more kitchen storage, many were dissatisfied with the type of cabinetry provided, particularly with the standard stain color. A significant number were dissatisfied with the quality and operation of the drawers.

NUMBER 4: Windows And Glass   5% of complaints centered on three types of windows’ concerns: windows were poorly constructed and difficult to slide open or close; windows did a poor job of keeping out wind and particularly dust; windows should have been double or even triple paned to keep out street noise. A very small number of people said they would have preferred wood windows.   

A relatively small proportion of concerns centered on the placement of windows so high on the walls as to eliminate any reasonable likelihood of cleaning.

NUMBER 3: More Storage    8% of buyers expressed interest in increased storage in their new homes. This was particularly true in entry-level and first move-up product. Where do they need this storage space?

Larger, more functional closets, particularly in secondary bedrooms. Keeping in mind that the average California homebuyer intends to live in his home 13.5 years

(Source: VISION ‘97 WBS), the children in these bedrooms will require increasing space to store their ‘stuff’ as they grow.

Attic storage will, Eliant predicts, become one of the hottest options in 1998-99. Several builders have solved the truss problem and are having great success with attics. Our focus groups have shown attics to be on top of the buyer’s wish list.

Garage storage. This should be offered as an option in every home.

NUMBER 2: More Outlets For Phone / Cable / Power     A surprising 9% of these buyers suggested improving the number and placement of outlets. Buyers complained that TV cable leads were placed in awkward locations and power outlets were sparsely placed; buyers want total control over the placement of their furniture. Buyers also frequently suggested placing more power outlets in the garage.

NUMBER 1 SUGGESTION: Larger Rooms   We do such an excellent job of merchandising our homes that after move-in, 11% of buyers find their spaces inadequate. Part of this is the way in which our models are decorated to enhance the perception of spaciousness...and it’s working. So, the family room that appeared adequate in the model did not actually provide sufficient space for the buyer’s baby grand and 138” TV/WEB/video game player/stereo. Eliant suggestions: Don’t change your merchandising. Continue looking for ways to enhance usable space in the kitchen, family room, and secondary bedrooms.

It is clear that we need to do a better job of talking to our potential buyers before we build their homes. In this customer-driven environment, small things like the placement of electrical outlets can have a significant impact on the buyer’s overall satisfaction with the new home.