CARING FOR OUR CUSTOMERS Delivering on our purpose – building incredible places where people can live their dreams – can only be achieved through careful planning and consistent execution. To ensure that we are always meeting our customers’ needs, we build our homes using our industry-leading Build Quality Experience™. Having signed a contract for PulteGroup to build their new home, this 10-step process begins with a customer’s initial meeting with a construction manager who will be their partner from the pouring of the foundation to handing over the keys at closing. The process doesn’t end there, however, as we conduct a build quality survey a year after the home has been delivered. We use this survey data and information collected throughout the construction process to continuously improve the build quality of our homes and the overall home buying and ownership experience.
ACHIEVING CONTINUOUS IMPROVEMENT
100
75
50
25
0
2018
2019
2022
2021
2022
BUILD QUALITY INDEX CONSUMER QUALITY EXPERIENCE NET PROMOTER SCORE
THE COMPLETE PULTE HOMES BUILD QUALITY EXPERIENCE
1. INTRODUCTION • Meet your Construction Manager • Plan selections and options • Establish a communication plan
2. FOUNDATION INSPECTION • Foundation inspection by Construction Manager • Third party inspections completed • Foundation is poured
3. FRAME INSPECTION • Construction Manager inspects framing and insures quality control
4. MECHANICAL INSPECTION • Construction Manager reviews insulation, plumbing and mechanical installations
5. PRE-DRYWALL ORIENTATION • Walk-through with Construction Manager • View mechanical systems
6. FINAL INSPECTION • Construction Manager reviews and verifies the quality of all aspects of the home
7. HOME COMPLETE CONFIRMATION • Final inspection by Construction Manager • Independent quality review performed
8. PRE-CLOSING ORIENTATION • Construction Manager gives guided tour of home • Confirm correct installation, orientation, functionality, warranty and maintenance • Address concerns or problems
9. CELEBRATION • Home is complete • Meet Construction Manager to validate completion • Close on new home
10. FEEDBACK • Opportunity to provide feedback on new home • Pulte follows up after one year for additional feedback
21 | 2022 ESG REPORT
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