Homeowners Prioritize Experience Over Price Alone, New Housecall Pro Study Finds

SAN DIEGO, CA — Housecall Professional has launched a brand new trade report analyzing how buyer expectations are reshaping success within the house companies market. Titled The New Residence Service Commonplace: How Methods, Not Simply Abilities, Win the Buyer, the report reveals that contractors who mix robust technical work with constant, system-driven buyer experiences are gaining a transparent edge.

Based mostly on a survey of greater than 1,000 US householders, the research finds that whereas craftsmanship and worth stay necessary, householders more and more decide contractors on professionalism, transparency, and ease of doing enterprise.

Buyer Expertise Now Influences Shopping for Selections

At this time’s householders count on greater than a accomplished restore. The report reveals that simple on-line reserving, upfront pricing, and clear communication all through the job play a serious function in who will get employed.

Based on the findings, 72% of house owners say they might pay as much as 10% extra for a contractor with a greater customer support repute. Almost all respondents—97%—count on clear pricing earlier than they decide to a service supplier.

Transparency and Comply with-Via Construct Belief

Clear expectations don’t finish as soon as the appointment is booked. Owners say documentation, well timed updates, and post-job follow-up all contribute to whether or not they view a contractor as dependable {and professional}.

Roughly three out of 4 householders report they might refer a service supplier after receiving glorious service, reinforcing the connection between constant processes and long-term enterprise progress.

Owners Are More and more Comfy With AI

The report additionally highlights rising acceptance of AI in buyer interactions. A majority of house owners—53%—say they’re comfy with AI dealing with an preliminary chat or cellphone name, offered the expertise is easy and useful.

Used appropriately, AI and inside techniques can scale back administrative workload whereas enhancing response occasions and consistency throughout buyer touchpoints.

“Owners take note of the small issues. How briskly you reply. How clear the worth is earlier than you present up. How effectively you doc the work after you permit,” stated Roland Ligtenberg, co-founder of Housecall Professional. “The perfect Professionals pair robust craftsmanship with a easy expertise from reserving to follow-up. Methods and AI staff members deal with the busywork so the tech can keep targeted on the shopper.”

A Clear Alternative for Service Companies

Regardless of rising expectations, almost one in 5 householders say they will’t bear in mind the final time a contractor delivered actually distinctive service. That hole, the report notes, represents a big alternative for contractors prepared to spend money on repeatable customer-focused techniques.

“That hole is the chance,” Ligtenberg stated. “Repeatable techniques across the buyer flip each go to right into a trust-building second. You earn extra referrals, you keep high of thoughts, and also you grow to be the primary name when one thing breaks once more.”

Trades professionals can entry the report’s key findings at:
https://www.housecallpro.com/resources/home-service-customer-service-report-trends-statistics

The total PDF report is obtainable at:
https://www.housecallpro.com/wp-content/uploads/2025/12/120425-Customer-Service-Report.pdf