Case Study: Stepper Homes achieves award-winning customer experience and higher survey response rates with Constellation HomeBuilder Systems

Turning customer experience Into a competitive advantage

Stepper Homes, a Calgary homebuilder founded by Rudy Stepper that has built over 8,000 homes, faced the challenge of turning customer experience into a competitive advantage as reviews and referrals increasingly drove buyer decisions. To listen to the voice of the customer and improve key touchpoints, Stepper Homes partnered with Constellation HomeBuilder Systems to deploy its CustomerInsight surveying process and embed a customer‑centric culture led by a dedicated Customer Experience Analyst.

Constellation HomeBuilder Systems implemented the CustomerInsight surveying cadence (pre‑closing, one‑month, six‑month and thirteen‑month) plus reporting and follow‑up workflows, enabling Stepper to track issues, respond to every unhappy homeowner and prioritize fixes. The result: dramatic score improvements, higher referral potential and industry recognition—response rates rose (one‑month from 80–85% to >95%; six‑month from 60–70% to 85–95%; thirteen‑month from 80–90% to 90–100%) and Stepper won Best Customer Experience and Builder of Choice awards.

Stepper Homes

Carol Warner

Customer Experience Analyst