Customer Experience: What Callers Really Want
We surveyed 500+ homeowners who recently hired contractors. Here's what actually influences their decision - and it's not what most contractors think.
The #1 factor in choosing a contractor:
"They answered when I called"
Not reviews. Not price. Not years in business. Just: they picked up the phone.
What Customers Actually Prioritize
When we asked homeowners to rank what mattered most when choosing a contractor, the results surprised us. Here's what they said:
Someone answers the phone
Customers rank this higher than price or reviews. They want to talk to someone NOW.
Quick callback if missed
If they reach voicemail, they expect a callback within 30 minutes max.
Professional phone manner
Friendly, knowledgeable, and not rushed - even during busy periods.
Clear pricing information
At least a range or "starting at" price. Customers hate uncertainty.
Convenient scheduling
Flexible options, including evenings/weekends for estimates.
The Deal Breakers
We also asked what would make customers immediately look elsewhere. These are the instant disqualifiers:
The Surprising Truth About Price
Only 23% of respondents said they chose the cheapest quote. The vast majority prioritized other factors:
41%
Chose based on responsiveness
29%
Chose based on professionalism
23%
Chose based on price
This is huge. Most contractors compete on price, but customers are actually choosing based on who answers the phone and seems most professional. You can win jobs at higher prices simply by being responsive.
What "Professional" Means to Customers
When customers say they want "professionalism," they're not talking about fancy trucks or uniforms. Here's what they actually mean:
The Takeaway
The customer experience starts with the first phone call - often before you even know there's a potential customer. If you miss that call or handle it poorly, nothing else matters. Your great reviews, competitive prices, and quality work are irrelevant to a customer who couldn't reach you.
The contractors who win consistently aren't necessarily the best at their trade. They're the best at being available, responsive, and professional from the very first ring.
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