Good and high-quality customer service is an important competitive factor in the real estate brokerage industry, and first-time home buyers are a pivotal and important customer group. The purpose of the thesis was to find out which factors affect the choices and decision making of first-time home buyers when looking for buying their first own home. The aim was to find out how customer contacts with first-time home buyers could be developed through research.

The material for this study was collected by interviewing people who had already bought their first home as well as people who are currently looking for buying their first home. The data collection was through a semi-structured interviews. The research itself is a qualitative case study.

The results of the thesis provide the employees of the commissioning organization information on what first-time home buyers value and which factors influence the purchase of a first-time home, and thus how customer interaction could be developed when dealing with first-time home buyers. According to the research results, first-time home buyers value the role of the broker in a housing transaction. The most important factors influencing the choice of a home are the location and the price.