Fast Response Times Drive Home Services Customer Loyalty, Survey Shows
Key Highlights
- Construction companies tend to overestimate their communication effectiveness compared to consumer perceptions across all channels.
- Fast response times are crucial, as 83% of consumers prefer businesses that reply promptly, impacting their decision to engage or switch providers.
- After-hours support can significantly improve customer reassurance, loyalty, and inquiry completion rates.
ATLANTA — A new survey from Moneypenny found construction and home services companies consistently rate their customer communication performance higher than consumers do, highlighting potential risks for customer retention and revenue growth.
The survey included responses from 500 construction and building trade companies and 2,000 consumers. According to the report, businesses scored themselves significantly higher than customers across every communication channel evaluated.
Phone communication showed one of the largest gaps. While 91% of construction and building trade companies said phone calls drive conversion, only 69% of consumers said the experience met expectations.
The survey also identified perception gaps across several digital communication channels, including email, text messaging, live chat, web forms, messaging apps, artificial intelligence receptionists, and chatbots.
According to the report, 83% of U.S. consumers choose the business that responds first to an inquiry, reinforcing the importance of fast response times in competitive home services markets.
The findings suggest delayed responses may result in lost revenue as more consumers expect immediate scheduling options and quick answers online.
Consumer expectations for response times also differed from contractor perceptions. The survey found 34% of construction and building trades believe customers expect responses within seconds, while 17% of consumers said the same. Another 41% of consumers said responses within minutes would meet expectations.
When evaluating customer loyalty factors, consumers ranked response speed at 36%, followed by reliable quality at 32% and brand trust at 30%.
The report also found that many customers abandon inquiries rather than submit complaints when communication expectations are not met.
Moneypenny’s research highlighted after-hours support as another potential growth opportunity for contractors. While 39% of consumers preferred support between 9 a.m. and 5 p.m., another 24% said early evening availability between 5 p.m. and 9 p.m. would better meet their needs.
According to the survey, after-hours availability increased the likelihood customers would feel reassured, remain loyal to a company, and complete an inquiry or purchase.
Jesper With-Fogstrup, group CEO of Moneypenny, said the findings show responsiveness and real-time communication are becoming critical factors for customer acquisition and retention across construction and home services businesses.
"These aren’t isolated issues; they span the full spectrum of construction and home services companies, regardless of size or specialty," With-Fogstrup said. "Many businesses believe they’re delivering a high standard of service, yet clients are telling a different story. In today’s on-demand world, where clients are driven by speed and convenience, responsiveness and real-time communication are no longer a nice-to-have — they are fundamental to winning trust, securing business, and driving growth. Those that fail to respond quickly risk losing clients before the conversation has even begun.”