GITNUXREPORT 2025

Customer Experience In The Aec Industry Statistics

Customer experience boosts retention, transparency, responsiveness, and digital engagement.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

60% of clients prefer communication via digital platforms over traditional methods

Statistic 2

68% of clients expect real-time updates during the construction process

Statistic 3

80% of clients consider transparency throughout the project as a crucial component of customer experience

Statistic 4

47% of clients in the AEC industry have reported that inconsistent communication damages trust

Statistic 5

66% of project delays are attributed to communication breakdowns affecting customer satisfaction

Statistic 6

74% of clients prefer firms that provide transparent pricing and billing processes

Statistic 7

58% of clients cite lack of transparency as a reason for project dissatisfaction

Statistic 8

50% of clients believe that proactive communication prevents misunderstandings and errors

Statistic 9

55% of clients feel that project transparency positively impacts trust and satisfaction

Statistic 10

45% of clients cite poor communication as the primary reason for dissatisfaction

Statistic 11

67% of clients are more satisfied when they receive proactive status updates

Statistic 12

77% of clients rate their overall experience with an AEC firm as positive when project milestones are clearly communicated

Statistic 13

83% of clients prefer firms that provide detailed project timelines

Statistic 14

43% of firms increased customer retention by offering comprehensive post-project support

Statistic 15

72% of clients are more likely to renew their contract with firms that demonstrate high customer service standards

Statistic 16

78% of AEC clients believe that a smooth customer experience is critical to choosing a firm

Statistic 17

65% of AEC firms report that improving customer experience has increased client retention

Statistic 18

72% of clients in the AEC industry value responsiveness as a key factor in their satisfaction

Statistic 19

45% of AEC firms reported an increase in repeat business after implementing customer experience initiatives

Statistic 20

55% of clients are willing to pay more for a better customer experience in the AEC sector

Statistic 21

70% of AEC firms believe that customer feedback directly influences project success

Statistic 22

59% of AEC company's customer satisfaction scores have improved due to better project management tools

Statistic 23

73% of AEC firms plan to invest more in customer experience technology in the coming year

Statistic 24

53% of clients value personalized experiences tailored to their specific project needs

Statistic 25

78% of surveyed clients would recommend firms that provide exceptional customer experience

Statistic 26

54% of AEC companies that actively solicit feedback see a direct improvement in service quality

Statistic 27

69% of customers in the AEC industry prioritize ease of access to project information online

Statistic 28

77% of clients expect a seamless transition from design to construction

Statistic 29

40% of clients are more satisfied with firms that incorporate virtual reality into their design presentations

Statistic 30

62% of project teams use customer experience metrics as part of their project evaluation process

Statistic 31

85% of clients articulate that clear project milestones improve their overall satisfaction

Statistic 32

52% of industry professionals believe that AI-driven chatbots improve response times and customer experience

Statistic 33

80% of firms utilizing customer journey mapping report improvements in client onboarding

Statistic 34

48% of AEC firms invest in training staff on customer service best practices

Statistic 35

69% of AEC companies report increased project success rates after implementing customer experience initiatives

Statistic 36

67% of clients rate virtual consultations as more convenient than in-person meetings

Statistic 37

64% of AEC firms track customer satisfaction through regular surveys

Statistic 38

78% of AEC firms have seen a rise in online reviews due to improved customer engagement strategies

Statistic 39

70% of clients have indicated that eco-friendly and sustainable practices improve their overall experience

Statistic 40

66% of project managers believe that customer feedback has helped them improve project delivery methods

Statistic 41

80% of customer experience efforts lead to measurable increases in project profitability

Statistic 42

49% of firms utilize virtual reality to enhance client involvement in design choices

Statistic 43

75% of clients expect that improved digital collaboration tools will continue to enhance their experience

Statistic 44

62% of respondents say that it is important for firms to have a dedicated customer success team

Statistic 45

54% of firms report an increase in business growth attributed to better customer experience practices

Statistic 46

85% of firms agree that integrating customer feedback into project planning enhances client relationships

Statistic 47

73% of project teams recognize that better onboarding improves customer satisfaction

Statistic 48

58% of AEC firms have implemented analytics tools to better understand customer needs

Statistic 49

69% of customer satisfaction improvements are noted after implementing smarter project management practices

Statistic 50

60% of professionals believe that the use of personalized dashboards improves client engagement

Statistic 51

71% of firms have increased their customer retention rates after focusing on experience enhancement

Statistic 52

82% of AEC companies have adopted digital tools to improve customer engagement

Statistic 53

61% of AEC firms report increased efficiency after adopting customer-centered digital workflows

Statistic 54

75% of clients expect digital project management systems to reduce their administrative burden

Statistic 55

49% of clients prioritize sustainable design options as part of their overall experience

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Key Highlights

78% of AEC clients believe that a smooth customer experience is critical to choosing a firm
65% of AEC firms report that improving customer experience has increased client retention
72% of clients in the AEC industry value responsiveness as a key factor in their satisfaction
82% of AEC companies have adopted digital tools to improve customer engagement
60% of clients prefer communication via digital platforms over traditional methods
45% of AEC firms reported an increase in repeat business after implementing customer experience initiatives
55% of clients are willing to pay more for a better customer experience in the AEC sector
70% of AEC firms believe that customer feedback directly influences project success
68% of clients expect real-time updates during the construction process
59% of AEC company's customer satisfaction scores have improved due to better project management tools
80% of clients consider transparency throughout the project as a crucial component of customer experience
47% of clients in the AEC industry have reported that inconsistent communication damages trust
73% of AEC firms plan to invest more in customer experience technology in the coming year

In an industry where 78% of clients see a seamless customer experience as essential to choosing a firm, AEC companies are increasingly investing in digital tools and personalized communication strategies to boost client satisfaction, retention, and project success.

Communication and Transparency

60% of clients prefer communication via digital platforms over traditional methods
68% of clients expect real-time updates during the construction process
80% of clients consider transparency throughout the project as a crucial component of customer experience
47% of clients in the AEC industry have reported that inconsistent communication damages trust
66% of project delays are attributed to communication breakdowns affecting customer satisfaction
74% of clients prefer firms that provide transparent pricing and billing processes
58% of clients cite lack of transparency as a reason for project dissatisfaction
50% of clients believe that proactive communication prevents misunderstandings and errors
55% of clients feel that project transparency positively impacts trust and satisfaction
45% of clients cite poor communication as the primary reason for dissatisfaction
67% of clients are more satisfied when they receive proactive status updates
77% of clients rate their overall experience with an AEC firm as positive when project milestones are clearly communicated
83% of clients prefer firms that provide detailed project timelines

Communication and Transparency Interpretation

In the rapidly evolving AEC industry, clear, transparent, and real-time communication isn't just a courtesy—it's the backbone of trust, satisfaction, and project success, with nearly half of clients citing poor communication as their main dissatisfaction and over 80% craving openness through detailed timelines and transparent pricing.

Customer Loyalty and Retention

43% of firms increased customer retention by offering comprehensive post-project support
72% of clients are more likely to renew their contract with firms that demonstrate high customer service standards

Customer Loyalty and Retention Interpretation

These statistics reveal that in the AEC industry, investing in post-project support and stellar customer service isn't just good practice—it's a blueprint for turning clients into loyal partners and securing the future of your firm.

Customer Satisfaction and Experience

78% of AEC clients believe that a smooth customer experience is critical to choosing a firm
65% of AEC firms report that improving customer experience has increased client retention
72% of clients in the AEC industry value responsiveness as a key factor in their satisfaction
45% of AEC firms reported an increase in repeat business after implementing customer experience initiatives
55% of clients are willing to pay more for a better customer experience in the AEC sector
70% of AEC firms believe that customer feedback directly influences project success
59% of AEC company's customer satisfaction scores have improved due to better project management tools
73% of AEC firms plan to invest more in customer experience technology in the coming year
53% of clients value personalized experiences tailored to their specific project needs
78% of surveyed clients would recommend firms that provide exceptional customer experience
54% of AEC companies that actively solicit feedback see a direct improvement in service quality
69% of customers in the AEC industry prioritize ease of access to project information online
77% of clients expect a seamless transition from design to construction
40% of clients are more satisfied with firms that incorporate virtual reality into their design presentations
62% of project teams use customer experience metrics as part of their project evaluation process
85% of clients articulate that clear project milestones improve their overall satisfaction
52% of industry professionals believe that AI-driven chatbots improve response times and customer experience
80% of firms utilizing customer journey mapping report improvements in client onboarding
48% of AEC firms invest in training staff on customer service best practices
69% of AEC companies report increased project success rates after implementing customer experience initiatives
67% of clients rate virtual consultations as more convenient than in-person meetings
64% of AEC firms track customer satisfaction through regular surveys
78% of AEC firms have seen a rise in online reviews due to improved customer engagement strategies
70% of clients have indicated that eco-friendly and sustainable practices improve their overall experience
66% of project managers believe that customer feedback has helped them improve project delivery methods
80% of customer experience efforts lead to measurable increases in project profitability
49% of firms utilize virtual reality to enhance client involvement in design choices
75% of clients expect that improved digital collaboration tools will continue to enhance their experience
62% of respondents say that it is important for firms to have a dedicated customer success team
54% of firms report an increase in business growth attributed to better customer experience practices
85% of firms agree that integrating customer feedback into project planning enhances client relationships
73% of project teams recognize that better onboarding improves customer satisfaction
58% of AEC firms have implemented analytics tools to better understand customer needs
69% of customer satisfaction improvements are noted after implementing smarter project management practices
60% of professionals believe that the use of personalized dashboards improves client engagement
71% of firms have increased their customer retention rates after focusing on experience enhancement

Customer Satisfaction and Experience Interpretation

In the AEC industry, where 78% of clients rank a seamless experience as vital—and 70% of firms see feedback shaping project success—investing in smarter, more personalized customer engagement isn't just good manners; it's the architect of increased retention, profitability, and reputation.

Digital Transformation and Technology Adoption

82% of AEC companies have adopted digital tools to improve customer engagement
61% of AEC firms report increased efficiency after adopting customer-centered digital workflows
75% of clients expect digital project management systems to reduce their administrative burden

Digital Transformation and Technology Adoption Interpretation

With 82% of AEC firms embracing digital tools to enhance customer engagement and 75% of clients expecting these systems to lighten their administrative load, it’s clear that in the industry’s quest for efficiency, going digital isn’t just a choice—it's the blueprint for building better, more client-centric projects.

Sustainable Practices and Eco-Friendliness

49% of clients prioritize sustainable design options as part of their overall experience

Sustainable Practices and Eco-Friendliness Interpretation

Nearly half of clients in the AEC industry now see sustainable design as essential to their experience, highlighting that eco-friendly choices are no longer just ethical but a key driver of client satisfaction.