November 11, 2024
At the 14th Annual Homeowner Mark of Excellence (H.O.M.E.) awards, a competition among residential builders across North America, 12 Alberta companies captured half of the 34 awards. Three of those builders bested other Canadian and American companies and were named Builder of Choice in their respective categories.
The awards were presented in Calgary on Oct. 24, showcasing excellence in the homebuilding experience as measured by Customer Insight, a customer survey provider for the residential construction industry and subsidiary of Constellation Home Builder Systems. New home buyers are surveyed one month after possession and again at 13 months, providing performance data for home builders. To become a finalist, entrants must meet a minimum 70 per cent customer satisfaction requirement.
Calgary and area winners of the Best Customer Experience award, single-family homes, include Distinctive Homes (5 to 55 homes), McKee Homes (56 to 199 homes), Cedarglen Homes (200 to 399) and Jayman Built (400 plus). In the multi-family bracket, winners were Rohit Homes (up to 115 homes) and Logel Homes (116 plus).
In Edmonton, Best Customer Experience winners were single-family builders Jacob’s Construction, Lincolnberg Master Builder and Cantiro Homes.
Asset Builders of Red Deer picked up a Best Experience award for the Central Alberta region while Avonlea Homes of Lethbridge took home its consecutive Best Customer Experience award for Southern Alberta.
Alberta companies won three of the six Builder of Choice Awards, chosen as a result of feedback from customers, trade partners and the builder’s internal team. Those were presented to McKee Homes, Cedarglen Homes and Logel Homes.
For medium-volume builder McKee Homes of Airdrie, it’s the fifth nod for Best Experience and the third for Builder of Choice.
“We’re so excited. It’s a testament to the work our team does every day,” said president and owner Elaine McKee Doel. “Without our customers, we are nothing. We could build the most beautiful houses in the world but they’re truly only houses until people live in them. We take the privilege of going through that journey with them very seriously.”
McKee builds in Airdrie, Carstairs and Crossfield and moved into the Calgary market in 2023 in the north community of Lewiston. McKee Doel’s son, sales and marketing manager Ryan Doel, is a third-generation member of the family-owned business.
Howard Tse of Cedarglen Homes noted that 2024 is the eighth consecutive year winning the Builder of Choice award and the fourth time Customer Experience Award.
“This victory is truly a team effort and reflects the outstanding dedication our staff brings to their work. These awards reflect our shared dedication to going above and beyond, not only for our customers but for our staff and all of our partners,” he said.
Logel Homes has received a Best Customer Experience award nine times and has been named Builder of Choice in the large volume multi-family category two years running.
“We are so proud of our team. They’re passionate about going the extra mile for customers on many different levels. It’s the best customer experience team I’ve worked with in my 45 years in the housing business. Our top goal in our company strategy is to exceed customer’s expectations. So, to win is fantastic because all that hard work is being recognized,” said chairman and CEO Tim Logel.
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.
“Top performing builders all have two things in common. They engage their customers through the process,” she said. “Today it’s more than providing quality products. You must know what’s important for the customer including how often they want updates and communication and that promises made are delivered with a team working collaboratively towards the same goal.”
The 2024 Customer Ambassador is also an Albertan — Evan Luke, client care manager with Cantiro Homes based in Edmonton. This award is presented to an individual who has made a remarkable contribution to improve perception of the building industry, demonstrating leadership and initiative in the area of customer experience.
“I’m surprised. We continue to grow and expand on client experience that means so much to our business. It’s all about the team we have behind us and not just an individual award, for sure,” said Luke, who has been with Cantiro for a decade.
“He understands that doing the right thing to ensure homeowners feel heard and valued is critical to the company’s success. He applies the company core values to clients and fellow team members and to the community at large,” said Moore.
