5th Annual Edition
2026 State of CX Report:
Maturity in Motion
Where Does Your Customer Experience Program Really Stand? Get Benchmarks from 10,000+ Homebuyer Surveys
For production home builders across the United States and Canada, customer experience (CX) is no longer a nice-to-have. It's a competitive differentiator that directly impacts referrals, reviews, and revenue.
But most builders are flying blind. They know some customers are happy and some aren't, but they don't have a clear picture of where they stand or what to fix first.
- Builder warranty management dragging down satisfaction and advocacy
- Disconnected systems creating inconsistent customer experience
- No industry benchmarks for measuring customer experience
- Unclear ROI on digital customer experience strategy investments
What if you could see exactly where your CX program stands and what it takes to level up?
We analyzed data from more than 10,000 homebuyer surveys across 50+ builder divisions in the US and Canada to create the 2026 State of CX Report. This isn't theory. It's real benchmarks, real insights, and a clear roadmap for turning customer experience in homebuilding into a growth driver.
What's inside the 2026 State of CX Report:
- The CX Maturity Model: Discover what is cx maturity and the five levels from reactive firefighting to proactive, predictive service.
- Benchmarks for Measuring Customer Experience: Real data on NPS, response rates, and review syndication by maturity level so you know how your homebuilder customer satisfaction stacks up.
- The Builder Warranty Problem: Why builder warranty ranks lowest in the buyer journey and what high performers do to turn it into a competitive advantage.
- The Cost of Disconnection: Builders using 5+ disconnected tools see satisfaction scores drop 23% compared to those with integrated digital customer experience strategy.
- Journey Stage Insights: Satisfaction trends across sales, design, construction, move-in, and warranty with recommendations for each touchpoint.
- The ROI of CX Investment: How moving from Level 2 to Level 4 maturity increases NPS by 20+ points and drives measurable outcomes.
See what your peers are saying about the state of homebuilder CX
“The customer service experience is paramount in today’s world. Having the information you need to make quick decisions and respond to customer concerns is extremely important. Avid’s data has provided a level of ‘radical transparency’ that our company requires in order to provide the best service possible.”
“At Hayden Homes, we use AvidCX feedback to listen closely to our homeowners, identify trends, and take real action. By reviewing insights regularly, we make meaningful improvements to our process, service, and communication—ensuring every customer feels cared for, heard, and proud of their home.”
State of CX Report FAQs
What is the 2026 State of CX Report?
The 2026 State of CX Report is a comprehensive analysis of customer experience in homebuilding, built on data from 10,000+ surveys across 50+ builder divisions in the US and Canada. It introduces the CX maturity model and provides benchmarks for measuring customer experience at every stage of the buyer journey.
What is CX in homebuilding?
CX (customer experience) refers to how systematically a builder manages every touchpoint in the homebuyer journey—from sales and design through construction, move-in, and builder warranty service. The customer experience definition includes processes, technology, and measurement that drive satisfaction, referrals, and reviews.
Is the report free?
Yes. Our goal is to equip builders with the data and insights they need to improve homebuilder customer satisfaction and drive better business outcomes. Download your complimentary copy today.
Where does the report’s data come from?
The report is built on data from more than 10,000 homebuyer surveys across 50+ production builder divisions in the United States and Canada, combined with industry benchmarks and real-world case studies.
Who should read this report?
Owners, senior leaders, VPs of operations, customer care managers, and CFOs evaluating digital customer experience strategy investments. Anyone responsible for post-close service, builders warranty management, or customer satisfaction will find actionable insights here.
What will I learn about measuring customer experience?
You'll learn where your CX program likely falls on the maturity spectrum, what benchmarks matter most (NPS, response rates, recommendation rates), why builder warranty is the lowest-rated stage, how disconnected systems impact satisfaction, and what steps to take to level up your customer experience program.
See Where Your Customer Experience Program Stands
Download your free copy now and get the benchmarks, insights, and roadmap you need to turn customer experience in homebuilding into a competitive advantage.