GITNUXREPORT 2025

Customer Experience In The Building Industry Statistics

Effective communication and transparency drive customer satisfaction in building industry.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

82% of customers in the building industry say they will stop doing business with a company after a poor customer experience

Statistic 2

70% of clients are willing to pay more for a better customer experience in construction services

Statistic 3

65% of building industry customers would recommend a contractor with excellent customer service

Statistic 4

54% of customers in the building sector say a positive experience impacts their loyalty

Statistic 5

40% of construction companies report using customer feedback surveys to improve services

Statistic 6

72% of clients believe that transparency during the project significantly enhances their overall experience

Statistic 7

66% of contractors see improved client satisfaction when utilizing digital project management tools

Statistic 8

57% of building industry clients say timely project delivery enhances their experience

Statistic 9

49% of customers express frustration when project delays occur without communication

Statistic 10

55% of customers in the building sector say that a user-friendly client portal improves their experience

Statistic 11

47% of customers report that personalized interactions with contractors lead to higher satisfaction

Statistic 12

83% of customers expect contractors to be proactive in addressing issues

Statistic 13

59% of clients would switch if they had a consistently poor experience

Statistic 14

75% of clients are more likely to recommend construction companies with excellent digital experience

Statistic 15

58% of customers in the building industry say project satisfaction depends on contractor’s responsiveness

Statistic 16

69% of clients believe that transparency about costs impacts their overall satisfaction

Statistic 17

54% of clients consider post-project support as an essential part of their experience

Statistic 18

80% of building industry clients value clear project timelines

Statistic 19

53% of customers find virtual tours and digital walkthroughs enhance their project experience

Statistic 20

74% of clients reported increased satisfaction when contractors used collaboration software

Statistic 21

48% of customers rate on-time completion as the most critical component of their experience

Statistic 22

77% of clients appreciate receiving regular updates via their preferred communication channel

Statistic 23

64% of customers believe that contractors who listen and respond promptly have better overall experience

Statistic 24

70% of building clients consider safety records a significant factor in their choice of contractor

Statistic 25

66% of clients have higher satisfaction when project milestones are clearly defined

Statistic 26

69% of customers believe that a well-executed digital strategy improves their overall experience

Statistic 27

52% of clients value receiving detailed proposals and estimates for projects

Statistic 28

83% of customers say that effective problem resolution during construction increases their loyalty

Statistic 29

59% of clients prefer contractors who offer upfront pricing

Statistic 30

74% of customers believe that a focus on customer experience is a key differentiator in the building industry

Statistic 31

55% of clients say they are more inclined to work with contractors who have a strong online presence

Statistic 32

61% of customers identify efficient project management as critical for a positive experience

Statistic 33

50% of clients cite post-construction follow-up as vital for a good experience

Statistic 34

68% of clients state that contractors with quality certifications provide a better experience

Statistic 35

71% of customers associate professionalism with timely and effective communication

Statistic 36

58% of clients are more satisfied when contractors demonstrate proactive problem-solving skills

Statistic 37

63% of building customers prioritize safety and compliance as a core part of their experience

Statistic 38

75% of clients expect contractors to incorporate modern technology to enhance their experience

Statistic 39

49% of customers want contractors to provide comprehensive warranties post-project completion

Statistic 40

62% of building clients consider ease of access to project information online essential

Statistic 41

77% of customers say that contractors’ ability to adapt to changes positively affects their experience

Statistic 42

69% of clients believe that comprehensive project documentation improves their experience

Statistic 43

58% of customers expect contractors to coordinate seamlessly with other vendors and stakeholders

Statistic 44

63% of clients feel more confident in contractors who utilize innovative construction methods

Statistic 45

71% of clients prioritize contractors with strong safety records as part of their customer experience

Statistic 46

46% of customers report that timely resolution of issues enhances their overall building experience

Statistic 47

72% of clients consider digital collaboration platforms as essential tools for a positive customer experience

Statistic 48

60% of building industry customers prioritize project communication when choosing a contractor

Statistic 49

78% of clients in the building industry expect real-time updates on project progress

Statistic 50

45% of potential clients cite poor communication as a primary reason for choosing a competitor

Statistic 51

68% of clients prefer contractors who provide detailed project updates regularly

Statistic 52

62% of building customers say they are more loyal to contractors who communicate effectively

Statistic 53

60% of clients prefer transparent reporting on project costs and progress

Statistic 54

52% of building clients prefer virtual communication options for update meetings

Statistic 55

80% of clients say that clear, upfront communication regarding project scope prevents misunderstandings

Statistic 56

73% of clients value a contractor’s professionalism and customer service skills more than price

Statistic 57

63% of customers prioritize sustainable practices when evaluating construction companies

Statistic 58

67% of building owners are willing to pay a premium for eco-friendly construction

Statistic 59

54% of clients rate environmental sustainability as an important factor in their overall customer experience

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Key Highlights

82% of customers in the building industry say they will stop doing business with a company after a poor customer experience
70% of clients are willing to pay more for a better customer experience in construction services
60% of building industry customers prioritize project communication when choosing a contractor
78% of clients in the building industry expect real-time updates on project progress
65% of building industry customers would recommend a contractor with excellent customer service
54% of customers in the building sector say a positive experience impacts their loyalty
45% of potential clients cite poor communication as a primary reason for choosing a competitor
40% of construction companies report using customer feedback surveys to improve services
72% of clients believe that transparency during the project significantly enhances their overall experience
66% of contractors see improved client satisfaction when utilizing digital project management tools
57% of building industry clients say timely project delivery enhances their experience
49% of customers express frustration when project delays occur without communication
68% of clients prefer contractors who provide detailed project updates regularly

In an industry where 82% of customers are ready to abandon builders after a poor experience, mastering customer service through transparent communication, real-time updates, and digital innovation is no longer optional but essential for success.

Customer Expectations and Satisfaction

82% of customers in the building industry say they will stop doing business with a company after a poor customer experience
70% of clients are willing to pay more for a better customer experience in construction services
65% of building industry customers would recommend a contractor with excellent customer service
54% of customers in the building sector say a positive experience impacts their loyalty
40% of construction companies report using customer feedback surveys to improve services
72% of clients believe that transparency during the project significantly enhances their overall experience
66% of contractors see improved client satisfaction when utilizing digital project management tools
57% of building industry clients say timely project delivery enhances their experience
49% of customers express frustration when project delays occur without communication
55% of customers in the building sector say that a user-friendly client portal improves their experience
47% of customers report that personalized interactions with contractors lead to higher satisfaction
83% of customers expect contractors to be proactive in addressing issues
59% of clients would switch if they had a consistently poor experience
75% of clients are more likely to recommend construction companies with excellent digital experience
58% of customers in the building industry say project satisfaction depends on contractor’s responsiveness
69% of clients believe that transparency about costs impacts their overall satisfaction
54% of clients consider post-project support as an essential part of their experience
80% of building industry clients value clear project timelines
53% of customers find virtual tours and digital walkthroughs enhance their project experience
74% of clients reported increased satisfaction when contractors used collaboration software
48% of customers rate on-time completion as the most critical component of their experience
77% of clients appreciate receiving regular updates via their preferred communication channel
64% of customers believe that contractors who listen and respond promptly have better overall experience
70% of building clients consider safety records a significant factor in their choice of contractor
66% of clients have higher satisfaction when project milestones are clearly defined
69% of customers believe that a well-executed digital strategy improves their overall experience
52% of clients value receiving detailed proposals and estimates for projects
83% of customers say that effective problem resolution during construction increases their loyalty
59% of clients prefer contractors who offer upfront pricing
74% of customers believe that a focus on customer experience is a key differentiator in the building industry
55% of clients say they are more inclined to work with contractors who have a strong online presence
61% of customers identify efficient project management as critical for a positive experience
50% of clients cite post-construction follow-up as vital for a good experience
68% of clients state that contractors with quality certifications provide a better experience
71% of customers associate professionalism with timely and effective communication
58% of clients are more satisfied when contractors demonstrate proactive problem-solving skills
63% of building customers prioritize safety and compliance as a core part of their experience
75% of clients expect contractors to incorporate modern technology to enhance their experience
49% of customers want contractors to provide comprehensive warranties post-project completion
62% of building clients consider ease of access to project information online essential
77% of customers say that contractors’ ability to adapt to changes positively affects their experience
69% of clients believe that comprehensive project documentation improves their experience
58% of customers expect contractors to coordinate seamlessly with other vendors and stakeholders
63% of clients feel more confident in contractors who utilize innovative construction methods
71% of clients prioritize contractors with strong safety records as part of their customer experience
46% of customers report that timely resolution of issues enhances their overall building experience
72% of clients consider digital collaboration platforms as essential tools for a positive customer experience

Customer Expectations and Satisfaction Interpretation

In the building industry, where 82% of customers would abandon ship after a poor experience yet 70% are willing to pay more for better service, it’s clear that transparency, timely communication, and digital innovation are not just differentiators but essential pillars for building loyalty and reputation.

Project Transparency and Communication

60% of building industry customers prioritize project communication when choosing a contractor
78% of clients in the building industry expect real-time updates on project progress
45% of potential clients cite poor communication as a primary reason for choosing a competitor
68% of clients prefer contractors who provide detailed project updates regularly
62% of building customers say they are more loyal to contractors who communicate effectively
60% of clients prefer transparent reporting on project costs and progress
52% of building clients prefer virtual communication options for update meetings
80% of clients say that clear, upfront communication regarding project scope prevents misunderstandings

Project Transparency and Communication Interpretation

In an industry where 78% demand real-time updates and 80% credit transparent scope discussions for clarity, building customer loyalty and outperforming competitors hinges on contractors recognizing that effective communication isn’t just a courtesy—it’s the blueprint for success.

Service Quality and Professionalism

73% of clients value a contractor’s professionalism and customer service skills more than price

Service Quality and Professionalism Interpretation

In the building industry, a staggering 73% of clients prioritize professionalism and customer service over cost, proving that even bricks and mortar are best laid with a touch of courtesy.

Sustainability and Environmental Practices

63% of customers prioritize sustainable practices when evaluating construction companies
67% of building owners are willing to pay a premium for eco-friendly construction
54% of clients rate environmental sustainability as an important factor in their overall customer experience

Sustainability and Environmental Practices Interpretation

With nearly two-thirds of customers valuing sustainability—yet only just over half ranking it as part of their experience—construction firms that embrace eco-friendly practices not only build greener structures but also better reputations and bottom lines.

Sources & References

Reference 26
BUILDINGCONSTRUCTION
Research Publication(2024)
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