GITNUXREPORT 2025

Customer Experience In The Hvac Industry Statistics

Exceptional HVAC customer experience builds loyalty, boosts revenue, and drives growth.

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

92% of consumers trust recommendations from friends and family above all other forms of advertising

Statistic 2

85% of consumers trust online reviews as much as personal recommendations

Statistic 3

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

Statistic 4

68% of customers are willing to pay more for a better customer experience

Statistic 5

91% of customers are more likely to shop with brands that provide relevant offers and recommendations

Statistic 6

89% of consumers begin shopping online before buying in-store

Statistic 7

86% of customers are willing to pay more for a better customer experience

Statistic 8

66% of customers say that valuing their time is the most important thing a company can do to provide excellent customer service

Statistic 9

55% of customers abandon online shopping carts due to lack of personalized service

Statistic 10

60% of consumers would pay more for a better customer experience

Statistic 11

81% of companies expect to compete mostly on customer experience this decade

Statistic 12

67% of customers have increased their expectations for quick resolution times

Statistic 13

83% of customers believe that companies should value their time as much as they value their own

Statistic 14

65% of consumers expect companies to understand their needs and expectations

Statistic 15

58% of consumers expect a consistent experience across all channels, whether online or offline

Statistic 16

82% of consumers are willing to share their personal data if they receive a better, more personalized experience

Statistic 17

58% of consumers say last-minute or urgent service issues are a common cause of dissatisfaction

Statistic 18

60% of customers expect company responses within 10 minutes when they have a service issue

Statistic 19

77% of consumers look at online reviews before purchasing services, including HVAC services

Statistic 20

65% of consumers expect real-time communication during service appointments

Statistic 21

69% of consumers prefer multi-channel communication for customer support

Statistic 22

63% of consumers find proactive communication during service experiences very valuable

Statistic 23

73% of customers say a friendly customer service rep can make them fall in love with a brand

Statistic 24

84% of companies that work to improve customer experience report an increase in revenue

Statistic 25

77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized experience

Statistic 26

70% of buying experiences are based on how the customer feels they are being treated

Statistic 27

52% of customers say that a positive customer service experience made them more loyal to a brand

Statistic 28

69% of consumers say they are more likely to book with a business that offers a quick response to questions

Statistic 29

60% of consumers will become repeat customers if they have a good customer service experience

Statistic 30

80% of customers will stop doing business with a company after poor customer service

Statistic 31

74% of customers say they’re likely to be loyal to a brand that ensures a seamless experience across multiple channels

Statistic 32

70% of consumers say that a company's knowledge and professionalism are key to a positive customer experience

Statistic 33

95% of customers talk about their good customer service experiences, but only 87% talk about bad experiences

Statistic 34

63% of customers would switch to a competitor after just one bad customer service experience

Statistic 35

77% of consumers view brands more favorably if they offer proactive customer service

Statistic 36

89% of consumers switch brands after a poor customer service experience

Statistic 37

74% of consumers are likely to consider switching brands after an unsatisfactory service encounter

Statistic 38

72% of customers say they are more loyal to brands that personalize their experience

Statistic 39

76% of customers believe that companies can improve their services through better customer insights

Statistic 40

66% of customers say accuracy in booking and scheduling impacts their overall satisfaction

Statistic 41

69% of HVAC customers are more likely to recommend a service provider that offers transparent pricing

Statistic 42

58% of consumers feel that a quick resolution to complaints influences their overall loyalty

Statistic 43

81% of small businesses see improved customer satisfaction after adopting digital communication tools

Statistic 44

70% of HVAC companies report that customer reviews and feedback directly influence their service improvements

Statistic 45

89% of customers say they are more likely to repeat business with a company that resolves issues promptly

Statistic 46

77% of consumers abandon a brand after a single bad experience

Statistic 47

73% of HVAC customers are more loyal to businesses with excellent customer service

Statistic 48

55% of customers say that companies that excel at customer service have better growth prospects

Statistic 49

82% of consumers say they would switch brands due to poor customer service

Statistic 50

75% of consumers feel satisfied when their issue is resolved in the first contact

Statistic 51

78% of customers prefer to communicate with companies via messaging apps, email, or chatbots rather than traditional phone calls

Statistic 52

74% of customers prefer digital self-service options over calling customer support

Statistic 53

58% of customers prefer self-service options rather than waiting for customer support

Slide 1 of 53

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

78% of customers say the experience a company provides is as important as its products or services
73% of customers say a friendly customer service rep can make them fall in love with a brand
68% of customers are willing to pay more for a better customer experience
84% of companies that work to improve customer experience report an increase in revenue
91% of customers are more likely to shop with brands that provide relevant offers and recommendations
77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized experience
89% of consumers begin shopping online before buying in-store
70% of buying experiences are based on how the customer feels they are being treated
92% of consumers trust recommendations from friends and family above all other forms of advertising
52% of customers say that a positive customer service experience made them more loyal to a brand
86% of customers are willing to pay more for a better customer experience
69% of consumers say they are more likely to book with a business that offers a quick response to questions
60% of consumers will become repeat customers if they have a good customer service experience

In the fiercely competitive HVAC industry, delivering exceptional customer experience isn’t just a bonus—it’s the key to building loyalty, increasing revenue, and staying ahead in a digital-first world.

Brand Trust and Recommendations

92% of consumers trust recommendations from friends and family above all other forms of advertising
85% of consumers trust online reviews as much as personal recommendations

Brand Trust and Recommendations Interpretation

These statistics underscore that in the HVAC industry, a strong reputation among friends and trusted reviews can make or break a company's success—proving that word-of-mouth and authentic feedback are truly the HVAC industry's equivalent of gold standard advertising.

Customer Expectations and Experience

78% of customers say the experience a company provides is as important as its products or services
68% of customers are willing to pay more for a better customer experience
91% of customers are more likely to shop with brands that provide relevant offers and recommendations
89% of consumers begin shopping online before buying in-store
86% of customers are willing to pay more for a better customer experience
66% of customers say that valuing their time is the most important thing a company can do to provide excellent customer service
55% of customers abandon online shopping carts due to lack of personalized service
60% of consumers would pay more for a better customer experience
81% of companies expect to compete mostly on customer experience this decade
67% of customers have increased their expectations for quick resolution times
83% of customers believe that companies should value their time as much as they value their own
65% of consumers expect companies to understand their needs and expectations
58% of consumers expect a consistent experience across all channels, whether online or offline
82% of consumers are willing to share their personal data if they receive a better, more personalized experience
58% of consumers say last-minute or urgent service issues are a common cause of dissatisfaction
60% of customers expect company responses within 10 minutes when they have a service issue
77% of consumers look at online reviews before purchasing services, including HVAC services
65% of consumers expect real-time communication during service appointments
69% of consumers prefer multi-channel communication for customer support
63% of consumers find proactive communication during service experiences very valuable

Customer Expectations and Experience Interpretation

In the evolving HVAC landscape, where 78% see experience as vital as the service itself and 91% favor relevant offers, it's clear that prioritizing personalized, quick, and consistent customer interactions—not just cool air—will be the thermostat for success.

Customer Satisfaction and Loyalty

73% of customers say a friendly customer service rep can make them fall in love with a brand
84% of companies that work to improve customer experience report an increase in revenue
77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized experience
70% of buying experiences are based on how the customer feels they are being treated
52% of customers say that a positive customer service experience made them more loyal to a brand
69% of consumers say they are more likely to book with a business that offers a quick response to questions
60% of consumers will become repeat customers if they have a good customer service experience
80% of customers will stop doing business with a company after poor customer service
74% of customers say they’re likely to be loyal to a brand that ensures a seamless experience across multiple channels
70% of consumers say that a company's knowledge and professionalism are key to a positive customer experience
95% of customers talk about their good customer service experiences, but only 87% talk about bad experiences
63% of customers would switch to a competitor after just one bad customer service experience
77% of consumers view brands more favorably if they offer proactive customer service
89% of consumers switch brands after a poor customer service experience
74% of consumers are likely to consider switching brands after an unsatisfactory service encounter
72% of customers say they are more loyal to brands that personalize their experience
76% of customers believe that companies can improve their services through better customer insights
66% of customers say accuracy in booking and scheduling impacts their overall satisfaction
69% of HVAC customers are more likely to recommend a service provider that offers transparent pricing
58% of consumers feel that a quick resolution to complaints influences their overall loyalty
81% of small businesses see improved customer satisfaction after adopting digital communication tools
70% of HVAC companies report that customer reviews and feedback directly influence their service improvements
89% of customers say they are more likely to repeat business with a company that resolves issues promptly
77% of consumers abandon a brand after a single bad experience
73% of HVAC customers are more loyal to businesses with excellent customer service
55% of customers say that companies that excel at customer service have better growth prospects
82% of consumers say they would switch brands due to poor customer service
75% of consumers feel satisfied when their issue is resolved in the first contact

Customer Satisfaction and Loyalty Interpretation

In the HVAC industry, where comfort is king, the statistics reveal that delivering personalized, prompt, and seamless service not only warms customer hearts but also heats up revenue, proving that excellent customer experience is the thermostat for business growth.

Digital and Self-Service Engagement

78% of customers prefer to communicate with companies via messaging apps, email, or chatbots rather than traditional phone calls
74% of customers prefer digital self-service options over calling customer support
58% of customers prefer self-service options rather than waiting for customer support

Digital and Self-Service Engagement Interpretation

These statistics clearly illustrate a seismic shift in HVAC customer expectations towards instant, digital, and self-service communication, signaling the industry must adapt swiftly to stay competitive or risk becoming obsolete in the age of on-demand convenience.