GITNUXREPORT 2025

Customer Experience In The Construction Industry Statistics

Customer experience drives loyalty, excellence, and profitability in construction 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

77% of clients will recommend a construction company based on their customer experience

Statistic 2

66% of clients prefer digital communication channels for project updates

Statistic 3

62% of clients prefer face-to-face meetings for major project decisions

Statistic 4

67% of clients want environmentally sustainable practices included in their projects

Statistic 5

56% of clients prefer ongoing digital updates over in-person meetings

Statistic 6

84% of stakeholders prefer regular progress meetings to stay aligned on project goals

Statistic 7

53% of clients expect digital project reports to be accessible 24/7

Statistic 8

78% of customers believe that the experience a company provides is as important as its products or services

Statistic 9

73% of consumers say a good experience is key in influencing their brand loyalty

Statistic 10

65% of clients say that transparent project updates improve their overall experience

Statistic 11

54% of construction firms believe that improving customer experience can lead to increased project referrals

Statistic 12

45% of clients are willing to pay more for a construction project if the experience exceeds expectations

Statistic 13

80% of construction companies are investing in customer experience technologies

Statistic 14

59% of construction firms use customer feedback to improve their services

Statistic 15

72% of consumers value responsiveness and quick follow-up from their contractors

Statistic 16

58% of clients have higher satisfaction levels when contractors proactively manage project risks

Statistic 17

49% of construction clients rate their overall project experience as excellent

Statistic 18

85% of construction firms track customer satisfaction metrics

Statistic 19

34% of clients blamed poor customer experience for switching contractors

Statistic 20

60% of construction companies believe customer experience management can give them a competitive advantage

Statistic 21

48% of construction projects experience client dissatisfaction due to poor change management

Statistic 22

55% of customers report better project outcomes when their contractor emphasizes customer collaboration

Statistic 23

64% of customers feel that personalized communication improves their satisfaction

Statistic 24

44% of construction companies have increased customer retention through improved digital customer service initiatives

Statistic 25

61% of clients say that a clear project scope enhances their overall experience

Statistic 26

72% of construction firms say that dedicated customer service teams boost satisfaction

Statistic 27

73% of customers are more likely to return to a contractor who demonstrates professionalism and reliability

Statistic 28

88% of clients value a seamless digital experience during construction projects

Statistic 29

46% of firms believe that customer experience initiatives lead to better project profitability

Statistic 30

83% of contractors agree that customer feedback directly influences project improvements

Statistic 31

45% of construction companies use virtual reality to enhance client experience

Statistic 32

51% of clients say that post-project follow-up is crucial for customer satisfaction

Statistic 33

78% of respondents believe that digital documentation improves customer experience

Statistic 34

59% of clients rate project safety records as influential in their overall experience

Statistic 35

73% of project stakeholders feel that early involvement in planning improves customer satisfaction

Statistic 36

65% of companies utilize customer satisfaction surveys at project completion

Statistic 37

79% of customers say that a pleasant and professional site experience influences their perception of quality

Statistic 38

58% of firms report that investing in customer-centric training improves project outcomes

Statistic 39

48% of construction companies have dedicated customer success managers

Statistic 40

87% of clients believe that transparency about project challenges influences their confidence

Statistic 41

46% of clients report that delays in communication negatively impact their overall satisfaction

Statistic 42

62% of construction firms state that integrating customer feedback tools leads to better project adaptation

Statistic 43

71% of clients say that tailored solutions increase their satisfaction with construction projects

Statistic 44

39% of firms see eco-friendly practices as a key differentiator in customer experience

Statistic 45

65% of clients rate comprehensive safety measures as a crucial part of their experience

Statistic 46

60% of clients are willing to participate in virtual walkthroughs for better understanding of project progress

Statistic 47

70% of construction companies believe that employee training in customer service enhances client satisfaction

Statistic 48

68% of clients say that the ability to customize aspects of their project impacts satisfaction

Statistic 49

81% of clients consider the availability of a dedicated project manager as highly beneficial

Statistic 50

67% of construction firms report that enhanced customer experience can lead to higher project profitability

Statistic 51

42% of construction managers state that improved digital tools reduce project errors linked to client requirements

Statistic 52

54% of clients expect digital tools to provide real-time alerts on project issues

Statistic 53

63% of customers prefer to work with construction companies that provide proactive communication

Statistic 54

70% of project delays are attributed to communication failures affecting customer satisfaction

Statistic 55

42% of respondents believe that digital tools have improved their communication with construction providers

Statistic 56

76% of clients consider project transparency as a top priority in choosing a construction partner

Statistic 57

69% of clients want real-time updates on project progress

Statistic 58

50% of construction clients experience delays due to poor communication

Statistic 59

74% of clients feel that transparency in pricing and billing enhances their trust

Statistic 60

45% of construction projects exceed budget due to poor communication among stakeholders

Statistic 61

69% of clients prioritize clear timelines and milestones for project satisfaction

Statistic 62

86% of clients are more satisfied when construction firms maintain consistent communication

Slide 1 of 62

Sources

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Key Highlights

78% of customers believe that the experience a company provides is as important as its products or services
73% of consumers say a good experience is key in influencing their brand loyalty
63% of customers prefer to work with construction companies that provide proactive communication
77% of clients will recommend a construction company based on their customer experience
65% of clients say that transparent project updates improve their overall experience
54% of construction firms believe that improving customer experience can lead to increased project referrals
45% of clients are willing to pay more for a construction project if the experience exceeds expectations
80% of construction companies are investing in customer experience technologies
70% of project delays are attributed to communication failures affecting customer satisfaction
59% of construction firms use customer feedback to improve their services
66% of clients prefer digital communication channels for project updates
72% of consumers value responsiveness and quick follow-up from their contractors
58% of clients have higher satisfaction levels when contractors proactively manage project risks

In an industry where 78% of clients believe customer experience is as vital as the quality of the construction itself, construction firms are increasingly leveraging digital innovation and proactive communication to build loyalty, boost referrals, and gain a competitive edge.

Client Preferences and Recommendations

77% of clients will recommend a construction company based on their customer experience
66% of clients prefer digital communication channels for project updates
62% of clients prefer face-to-face meetings for major project decisions
67% of clients want environmentally sustainable practices included in their projects
56% of clients prefer ongoing digital updates over in-person meetings
84% of stakeholders prefer regular progress meetings to stay aligned on project goals
53% of clients expect digital project reports to be accessible 24/7

Client Preferences and Recommendations Interpretation

With a clear majority craving seamless digital updates and sustainable practices, construction companies ignoring these shifting client preferences risk building more than just structures—they risk losing trust and future referrals.

Customer Satisfaction and Experience

78% of customers believe that the experience a company provides is as important as its products or services
73% of consumers say a good experience is key in influencing their brand loyalty
65% of clients say that transparent project updates improve their overall experience
54% of construction firms believe that improving customer experience can lead to increased project referrals
45% of clients are willing to pay more for a construction project if the experience exceeds expectations
80% of construction companies are investing in customer experience technologies
59% of construction firms use customer feedback to improve their services
72% of consumers value responsiveness and quick follow-up from their contractors
58% of clients have higher satisfaction levels when contractors proactively manage project risks
49% of construction clients rate their overall project experience as excellent
85% of construction firms track customer satisfaction metrics
34% of clients blamed poor customer experience for switching contractors
60% of construction companies believe customer experience management can give them a competitive advantage
48% of construction projects experience client dissatisfaction due to poor change management
55% of customers report better project outcomes when their contractor emphasizes customer collaboration
64% of customers feel that personalized communication improves their satisfaction
44% of construction companies have increased customer retention through improved digital customer service initiatives
61% of clients say that a clear project scope enhances their overall experience
72% of construction firms say that dedicated customer service teams boost satisfaction
73% of customers are more likely to return to a contractor who demonstrates professionalism and reliability
88% of clients value a seamless digital experience during construction projects
46% of firms believe that customer experience initiatives lead to better project profitability
83% of contractors agree that customer feedback directly influences project improvements
45% of construction companies use virtual reality to enhance client experience
51% of clients say that post-project follow-up is crucial for customer satisfaction
78% of respondents believe that digital documentation improves customer experience
59% of clients rate project safety records as influential in their overall experience
73% of project stakeholders feel that early involvement in planning improves customer satisfaction
65% of companies utilize customer satisfaction surveys at project completion
79% of customers say that a pleasant and professional site experience influences their perception of quality
58% of firms report that investing in customer-centric training improves project outcomes
48% of construction companies have dedicated customer success managers
87% of clients believe that transparency about project challenges influences their confidence
46% of clients report that delays in communication negatively impact their overall satisfaction
62% of construction firms state that integrating customer feedback tools leads to better project adaptation
71% of clients say that tailored solutions increase their satisfaction with construction projects
39% of firms see eco-friendly practices as a key differentiator in customer experience
65% of clients rate comprehensive safety measures as a crucial part of their experience
60% of clients are willing to participate in virtual walkthroughs for better understanding of project progress
70% of construction companies believe that employee training in customer service enhances client satisfaction
68% of clients say that the ability to customize aspects of their project impacts satisfaction
81% of clients consider the availability of a dedicated project manager as highly beneficial
67% of construction firms report that enhanced customer experience can lead to higher project profitability

Customer Satisfaction and Experience Interpretation

With 78% of customers equating experience with products and 73% saying loyalty hinges on it, the construction industry is finally realizing that building trust and transparency—via proactive updates, personalized communication, and seamless digital tools—are just as vital to cementing client satisfaction and project success as the ground itself.

Digital Tools and Technology Adoption

42% of construction managers state that improved digital tools reduce project errors linked to client requirements
54% of clients expect digital tools to provide real-time alerts on project issues

Digital Tools and Technology Adoption Interpretation

Construction managers embracing advanced digital tools are not only cutting project errors linked to client specs but also meeting over half of clients' expectations for real-time issue alerts, signaling a digital shift that promises both precision and transparency in the industry.

Transparency and Communication

63% of customers prefer to work with construction companies that provide proactive communication
70% of project delays are attributed to communication failures affecting customer satisfaction
42% of respondents believe that digital tools have improved their communication with construction providers
76% of clients consider project transparency as a top priority in choosing a construction partner
69% of clients want real-time updates on project progress
50% of construction clients experience delays due to poor communication
74% of clients feel that transparency in pricing and billing enhances their trust
45% of construction projects exceed budget due to poor communication among stakeholders
69% of clients prioritize clear timelines and milestones for project satisfaction
86% of clients are more satisfied when construction firms maintain consistent communication

Transparency and Communication Interpretation

In an industry where 70% of delays stem from communication breakdowns, the construction sector’s future hinges on embracing digital transparency and real-time updates, because when clients say they value proactive, clear, and transparent communication—86% say they’re more satisfied—the blueprint for success is clear: build trust through better conversations.