GITNUXREPORT 2025

Customer Experience In The Housing Industry Statistics

Personalized, transparent communication boosts homeowner satisfaction and loyalty.

Jannik Linder

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

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

70% of homebuyers say that their overall home buying experience influences their likelihood to recommend their realtor

Statistic 2

78% of customers say that personalized service improves their satisfaction in the housing industry

Statistic 3

54% of homeowners believe that transparency from their real estate agent is essential for a positive experience

Statistic 4

60% of clients say that quick responses from their agents increase their trust and satisfaction

Statistic 5

58% of homebuyers state that a smooth and transparent transaction process influences their overall experience

Statistic 6

85% of clients prefer real estate agents who use digital communication tools

Statistic 7

75% of homeowners say that post-sale communication impacts their likelihood to rehire their agent

Statistic 8

49% of homebuyers state that they would recommend their realtor based on their overall experience

Statistic 9

65% of clients indicate that easy-to-navigate websites improve their experience with real estate services

Statistic 10

69% of consumers believe that a well-coordinated customer journey increases their trust in a housing provider

Statistic 11

42% of customers stop engaging with a company's housing service after a poor experience

Statistic 12

75% of homebuyers want ongoing communication after closing, indicating the importance of post-sale customer experience

Statistic 13

61% of real estate agencies report that customer reviews impact their reputation significantly

Statistic 14

43% of homeowners felt that personalized communication contributed to a higher level of satisfaction

Statistic 15

58% of users say that digital transparency tools improve their overall experience

Statistic 16

71% of homebuyers cite ease of access to information as crucial for a positive experience

Statistic 17

60% of homeowners feel that digital communication channels make the transaction process smoother

Statistic 18

69% of real estate agents report increased customer satisfaction through the use of CRM tools

Statistic 19

62% of customers feel that consistent follow-up enhances their overall experience

Statistic 20

69% of homebuyers rate a smooth, digital onboarding process as critical to their satisfaction

Statistic 21

74% of real estate agencies report that improved customer experience technologies lead to higher client retention

Statistic 22

48% of clients state that digital follow-up improves overall satisfaction

Statistic 23

79% of homebuyers expect their real estate experience to be personalized

Statistic 24

61% of real estate professionals believe leveraging AI improves customer engagement

Statistic 25

57% of homeowners believe that a smooth experience during home sale or purchase influences their loyalty

Statistic 26

46% of customers report that early engagement from their agent improves satisfaction

Statistic 27

52% of clients feel that consistent, transparent communication keeps them engaged and satisfied

Statistic 28

64% of sellers choose real estate agents based on perceived responsiveness and professionalism

Statistic 29

73% of consumers share positive experiences online after a smooth housing transaction

Statistic 30

86% of customers are willing to pay more for better customer experience in the housing industry

Statistic 31

80% of real estate agents believe that using technology enhances customer experience

Statistic 32

66% of prospective buyers want regular updates from their agents

Statistic 33

68% of homebuyers want to see more personalized property recommendations

Statistic 34

40% of residential buyers prefer to communicate their queries through digital channels

Statistic 35

74% of users say that they would share positive experiences with their network, indicating the importance of good customer experience

Statistic 36

70% of buyers prefer real estate companies that use digital documentation

Statistic 37

49% of homebuyers appreciate virtual open houses as much as in-person visits

Statistic 38

53% of homebuyers prefer communication via instant messaging over emails

Statistic 39

67% of prospective homebuyers are influenced by online reviews when choosing a real estate agent

Statistic 40

52% of clients report that transparent pricing increases their trust and satisfaction

Statistic 41

54% of customers strongly prefer self-service options during the home buying process

Statistic 42

83% of prospective buyers accept virtual consultations as a standard part of service

Statistic 43

55% of homebuyers look for agents who prioritize transparency and honesty

Statistic 44

76% of consumers share their positive housing experiences on social media, emphasizing the impact of customer satisfaction

Statistic 45

50% of homebuyers are willing to switch agents if their experience is below expectations

Statistic 46

46% of consumers want easy access to information about their home’s history and issues

Statistic 47

55% of buyers believe that a proactive approach from their real estate agent results in a better experience

Statistic 48

72% of consumers say that easy access to virtual tours influences their decision-making process

Statistic 49

74% of consumers consider transparency and honesty in pricing as crucial for a positive experience

Statistic 50

49% of house hunters prefer virtual open houses over traditional ones

Statistic 51

63% of real estate agents see customer reviews as a key driver of new business

Statistic 52

83% of homebuyers want a seamless online experience from browsing to closing

Statistic 53

72% of homebuyers find virtual tours to be the most helpful feature during their home search process

Statistic 54

62% of homebuyers report that digital marketing influences their perception of a real estate company

Statistic 55

63% of homebuyers consider that virtual assistance during their home search enhances their experience

Statistic 56

54% of homeowners feel that digital tools help simplify the home buying process

Statistic 57

48% of homebuyers find that virtual reality property tours help them decide faster

Statistic 58

47% of prospective homebuyers say that real-time updates influence their decision making

Statistic 59

58% of clients prefer agents who use virtual and augmented reality to showcase properties

Statistic 60

72% of clients report that digital tools reduce the perceived complexity of the home-buying process

Statistic 61

60% of prospective buyers prioritize agents who communicate via instant messaging

Statistic 62

69% of homebuyers say personalized virtual walkthroughs help them decide faster

Statistic 63

55% of homebuyers consider virtual reality property tours as essential or very useful

Statistic 64

65% of homebuyers reported that clear communication positively impacted their home purchasing experience

Statistic 65

45% of least satisfied homebuyers cite poor communication as the main reason for their dissatisfaction

Statistic 66

56% of consumers say that a lack of transparency negatively affects their experience in the housing industry

Statistic 67

55% of customers feel that a lack of transparency in fees and processes leads to dissatisfaction

Statistic 68

66% of prospective buyers say that transparent communication about delays increases trust

Statistic 69

55% of buyers are more likely to work with agents who provide clear, detailed property information

Statistic 70

67% of homebuyers trust real estate companies that openly communicate delays and issues

Slide 1 of 70

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of customers are willing to pay more for better customer experience in the housing industry
70% of homebuyers say that their overall home buying experience influences their likelihood to recommend their realtor
65% of homebuyers reported that clear communication positively impacted their home purchasing experience
78% of customers say that personalized service improves their satisfaction in the housing industry
54% of homeowners believe that transparency from their real estate agent is essential for a positive experience
45% of least satisfied homebuyers cite poor communication as the main reason for their dissatisfaction
80% of real estate agents believe that using technology enhances customer experience
60% of clients say that quick responses from their agents increase their trust and satisfaction
72% of homebuyers find virtual tours to be the most helpful feature during their home search process
58% of homebuyers state that a smooth and transparent transaction process influences their overall experience
85% of clients prefer real estate agents who use digital communication tools
66% of prospective buyers want regular updates from their agents
62% of homebuyers report that digital marketing influences their perception of a real estate company

In an industry where 86% of customers are willing to pay more for an exceptional experience, the housing market is witnessing a transformative shift towards personalized, transparent, and tech-enabled customer engagement that can make or break a sale.

Customer Service and Experience

70% of homebuyers say that their overall home buying experience influences their likelihood to recommend their realtor
78% of customers say that personalized service improves their satisfaction in the housing industry
54% of homeowners believe that transparency from their real estate agent is essential for a positive experience
60% of clients say that quick responses from their agents increase their trust and satisfaction
58% of homebuyers state that a smooth and transparent transaction process influences their overall experience
85% of clients prefer real estate agents who use digital communication tools
75% of homeowners say that post-sale communication impacts their likelihood to rehire their agent
49% of homebuyers state that they would recommend their realtor based on their overall experience
65% of clients indicate that easy-to-navigate websites improve their experience with real estate services
69% of consumers believe that a well-coordinated customer journey increases their trust in a housing provider
42% of customers stop engaging with a company's housing service after a poor experience
75% of homebuyers want ongoing communication after closing, indicating the importance of post-sale customer experience
61% of real estate agencies report that customer reviews impact their reputation significantly
43% of homeowners felt that personalized communication contributed to a higher level of satisfaction
58% of users say that digital transparency tools improve their overall experience
71% of homebuyers cite ease of access to information as crucial for a positive experience
60% of homeowners feel that digital communication channels make the transaction process smoother
69% of real estate agents report increased customer satisfaction through the use of CRM tools
62% of customers feel that consistent follow-up enhances their overall experience
69% of homebuyers rate a smooth, digital onboarding process as critical to their satisfaction
74% of real estate agencies report that improved customer experience technologies lead to higher client retention
48% of clients state that digital follow-up improves overall satisfaction
79% of homebuyers expect their real estate experience to be personalized
61% of real estate professionals believe leveraging AI improves customer engagement
57% of homeowners believe that a smooth experience during home sale or purchase influences their loyalty
46% of customers report that early engagement from their agent improves satisfaction
52% of clients feel that consistent, transparent communication keeps them engaged and satisfied
64% of sellers choose real estate agents based on perceived responsiveness and professionalism
73% of consumers share positive experiences online after a smooth housing transaction

Customer Service and Experience Interpretation

In an industry where 70% of homebuyers' praise hinges on their experience, it's clear that personalized, transparent, and digitally-savvy service isn't just a luxury—it's the blueprint for building trust, loyalty, and a stellar reputation in real estate.

Customer Willingness and Preferences

86% of customers are willing to pay more for better customer experience in the housing industry
80% of real estate agents believe that using technology enhances customer experience
66% of prospective buyers want regular updates from their agents
68% of homebuyers want to see more personalized property recommendations
40% of residential buyers prefer to communicate their queries through digital channels
74% of users say that they would share positive experiences with their network, indicating the importance of good customer experience
70% of buyers prefer real estate companies that use digital documentation
49% of homebuyers appreciate virtual open houses as much as in-person visits
53% of homebuyers prefer communication via instant messaging over emails
67% of prospective homebuyers are influenced by online reviews when choosing a real estate agent
52% of clients report that transparent pricing increases their trust and satisfaction
54% of customers strongly prefer self-service options during the home buying process
83% of prospective buyers accept virtual consultations as a standard part of service
55% of homebuyers look for agents who prioritize transparency and honesty
76% of consumers share their positive housing experiences on social media, emphasizing the impact of customer satisfaction
50% of homebuyers are willing to switch agents if their experience is below expectations
46% of consumers want easy access to information about their home’s history and issues
55% of buyers believe that a proactive approach from their real estate agent results in a better experience
72% of consumers say that easy access to virtual tours influences their decision-making process
74% of consumers consider transparency and honesty in pricing as crucial for a positive experience
49% of house hunters prefer virtual open houses over traditional ones
63% of real estate agents see customer reviews as a key driver of new business
83% of homebuyers want a seamless online experience from browsing to closing

Customer Willingness and Preferences Interpretation

In the housing industry, embracing digital innovation and transparent, personalized service isn't just a trend—it's the blueprint for winning buyer trust, boosting satisfaction, and turning house hunting into a share-worthy experience.

Technology Adoption in Real Estate

72% of homebuyers find virtual tours to be the most helpful feature during their home search process
62% of homebuyers report that digital marketing influences their perception of a real estate company
63% of homebuyers consider that virtual assistance during their home search enhances their experience
54% of homeowners feel that digital tools help simplify the home buying process
48% of homebuyers find that virtual reality property tours help them decide faster
47% of prospective homebuyers say that real-time updates influence their decision making
58% of clients prefer agents who use virtual and augmented reality to showcase properties
72% of clients report that digital tools reduce the perceived complexity of the home-buying process
60% of prospective buyers prioritize agents who communicate via instant messaging
69% of homebuyers say personalized virtual walkthroughs help them decide faster
55% of homebuyers consider virtual reality property tours as essential or very useful

Technology Adoption in Real Estate Interpretation

In an era where digital tools increasingly shape the homebuying journey, it's clear that virtual tours, real-time updates, and personalized virtual experiences aren't just helpful—they're redefining expectations and streamlining the path to homeownership for a majority of eager buyers.

Transparency and Communication

65% of homebuyers reported that clear communication positively impacted their home purchasing experience
45% of least satisfied homebuyers cite poor communication as the main reason for their dissatisfaction
56% of consumers say that a lack of transparency negatively affects their experience in the housing industry
55% of customers feel that a lack of transparency in fees and processes leads to dissatisfaction
66% of prospective buyers say that transparent communication about delays increases trust
55% of buyers are more likely to work with agents who provide clear, detailed property information
67% of homebuyers trust real estate companies that openly communicate delays and issues

Transparency and Communication Interpretation

Clear and transparent communication isn't just good manners in real estate; it's the cornerstone of trust and satisfaction, with over two-thirds of buyers trusting and preferring agents who keep them well-informed and honest about delays and fees.