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

SAN DIEGO, CA — Housecall Professional has launched a brand new business report inspecting how buyer expectations are reshaping success within the dwelling companies market. Titled The New Dwelling Service Normal: How Programs, Not Simply Abilities, Win the Buyer, the report exhibits 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 choose contractors on professionalism, transparency, and ease of doing enterprise.

Buyer Expertise Now Influences Shopping for Selections

Right this moment’s householders anticipate greater than a accomplished restore. The report exhibits that simple on-line reserving, upfront pricing, and clear communication all through the job play a serious position in who will get employed.

In keeping with the findings, 72% of householders say they’d pay as much as 10% extra for a contractor with a greater customer support repute. Practically all respondents—97%—anticipate clear pricing earlier than they decide to a service supplier.

Transparency and Observe-By means of Construct Belief

Clear expectations don’t finish as soon as the appointment is booked. Householders 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’d refer a service supplier after receiving glorious service, reinforcing the connection between constant processes and long-term enterprise progress.

Householders Are More and more Snug With AI

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

Used appropriately, AI and inner programs can scale back administrative workload whereas bettering response occasions and consistency throughout buyer touchpoints.

“Householders take note of the small issues. How briskly you reply. How clear the value is earlier than you present up. How properly you doc the work after you allow,” mentioned Roland Ligtenberg, co-founder of Housecall Professional. “The perfect Execs pair robust craftsmanship with a easy expertise from reserving to follow-up. Programs and AI workforce members deal with the busywork so the tech can keep centered on the client.”

A Clear Alternative for Service Companies

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

“That hole is the chance,” Ligtenberg mentioned. “Repeatable programs 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