Mattamy’s mission is to provide the best homeowner experience, and our ongoing Customer Satisfaction (CSAT) research shows that the most impactful touchpoint in the entire sales/closing process is the Pre-Delivery Inspection (PDI). Shortly before occupancy, a Mattamy representative accompanies the homeowner on a walk-through of their new home to provide an orientation and address any shortcomings.

In order to standardize and elevate the PDI experience, Mattamy Homes Canada conducted a company-wide clinic for the New Home Specialists who conduct the appointment to learn all-new best practices and procedures with a customer-first approach. This initiative won Mattamy Homes “Best Customer Care” at the 2025 GTA BILD Awards.

To further support our commitment to delivering the best homeowner experience, we developed five Customer Service Pillars that were rolled out through the second half of FY2025. All employees were provided general information sessions about these pillars, while the customer-facing teams – sales, design, customer care, construction and warranty – received more comprehensive training through in‑depth workshops.

The pillars serve as both a foundation to build upon and a target to aim for, and will play an increasingly important role in training our sales teams to establish a baseline for fulfilling our mission.

These efforts, plus many others aimed at improving the customer experience in our Canadian markets, have had a significant impact. In particular, our Ottawa and GTA Low Rise divisions reached new all‑time highs for CSAT results in FY2025.