GITNUXREPORT 2025

Customer Experience In The Roofing Industry Statistics

Customers prioritize communication, reviews, transparency, responsiveness, and eco-friendliness.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

84% of buyers in the roofing industry trust reviews as much as personal recommendations

Statistic 2

78% of roofing clients will choose a contractor based on positive online reviews

Statistic 3

65% of roofing clients cite responsiveness and communication as critical factors in customer experience satisfaction

Statistic 4

55% of roofing companies report improved customer retention through enhanced customer experience strategies

Statistic 5

70% of roofing companies believe differentiating through customer experience provides a competitive advantage

Statistic 6

45% of roofing contractors see an increase in lead conversion rates after implementing customer experience improvements

Statistic 7

75% of consumers are more likely to share poor customer service experiences, highlighting the importance of positive interactions in roofing

Statistic 8

68% of roofing companies that focus on customer experience report higher customer satisfaction levels

Statistic 9

80% of roofing industry marketers see customer reviews as key to attracting new clients

Statistic 10

52% of customers report that their overall satisfaction with roofing services is directly linked to the professionalism of the contractor’s communication

Statistic 11

47% of roofing contractors lack a structured customer feedback system, risking customer dissatisfaction

Statistic 12

69% of homeowners indicate that clear communication about project scope impacts their overall satisfaction

Statistic 13

79% of roofing companies invest in customer relationship management (CRM) systems to improve client interactions

Statistic 14

85% of customers say that a responsive customer service team enhances their trust in a roofing company

Statistic 15

50% of roofing companies see increased repeat business after implementing comprehensive customer feedback programs

Statistic 16

66% of roofing clients state that post-project follow-up increases their satisfaction and likelihood to recommend

Statistic 17

61% of commercial roofing clients prioritize safety and compliance information as part of their customer experience

Statistic 18

77% of consumers say that seamless and transparent billing processes are crucial to a positive customer experience

Statistic 19

45% of customers would recommend their roofing contractor if they received proactive communication about project delays or issues

Statistic 20

85% of roofing consumers rate clear communication as a critical factor in overall service quality

Statistic 21

63% of roofing companies report that implementing customer experience training improves overall service quality

Statistic 22

70% of home improvement consumers prioritize contractor responsiveness when choosing a roofing service

Statistic 23

76% of roofing professionals believe that improving customer experience leads directly to increased revenue

Statistic 24

82% of roofing clients say their overall experience would improve with better post-installation support

Statistic 25

49% of roofing companies have seen growth in customer retention through loyalty programs

Statistic 26

60% of consumers are influenced by how quickly a roofing company responds to inquiries

Statistic 27

73% of homeowners seek detailed project timelines as part of their customer experience in roofing services

Statistic 28

59% of roofing clients consider a professional and courteous staff as a key to their overall satisfaction

Statistic 29

81% of roofing companies believe that integrating digital tools enhances overall customer experience

Statistic 30

69% of homeowners value clear and honest communication about potential delays

Statistic 31

52% of clients state that clear scope definitions prior to work commencement influence their overall satisfaction

Statistic 32

77% of consumers are likely to recommend their roofing contractor if they appreciated the ease of communication

Statistic 33

54% of roofing companies report that improving website user experience increased inquiries and engagement

Statistic 34

59% of residential roofing clients trust contractors who provide detailed project documentation

Statistic 35

85% of potential customers consider after-sales support as an essential part of the customer experience

Statistic 36

46% of roofing businesses have seen an increase in customer referrals due to improved service quality

Statistic 37

55% of homeowners are more likely to refer a contractor who keeps them informed throughout the process

Statistic 38

66% of roofing customers want detailed information about materials used, influencing their satisfaction and trust

Statistic 39

80% of roofing companies measure customer satisfaction through surveys post-project

Statistic 40

74% of clients say that quick dispute resolution improves their overall experience

Statistic 41

53% of roofing industry marketers plan to increase investment in customer experience initiatives in the next year

Statistic 42

70% of roofing professionals believe that a personalized onboarding process increases long-term client retention

Statistic 43

59% of customers say that quality craftsmanship directly impacts their overall satisfaction

Statistic 44

49% of roofing businesses have introduced virtual consultations to improve customer experience

Statistic 45

75% of homeowners report that routine updates and check-ins post-project contribute to their satisfaction

Statistic 46

54% of roofing contractors invest in customer success teams to enhance service quality

Statistic 47

68% of roofing clients consider a company's online presence a reflection of their professionalism

Statistic 48

80% of homeowners are more confident choosing a roofing contractor with verified credentials and reviews

Statistic 49

73% of roofing companies report that customer testimonials influence their sales process

Statistic 50

85% of consumers value a streamlined and hassle-free project experience

Statistic 51

64% of roofing industry businesses track and analyze customer feedback for continuous improvement

Statistic 52

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

Statistic 53

72% of consumers say that customer experience influences their purchasing decisions in roofing services

Statistic 54

90% of customers expect to be updated during their roofing project

Statistic 55

58% of homeowners consider warranties and customer service as top factors influencing their roofing purchase decision

Statistic 56

80% of roofing customers share their service experience online, influencing new customer decisions

Statistic 57

63% of homeowners want transparent pricing as part of their customer experience in roofing

Statistic 58

62% of roofing clients prefer digital communication channels (email, text, online portals)

Statistic 59

55% of homeowners would switch roofing contractors for a better customer experience

Statistic 60

72% of consumers prefer scheduling consultations and follow-ups online for roofing services

Statistic 61

61% of roofing clients prioritize punctuality and timeliness in project completion

Statistic 62

53% of roofing clients look for environmentally sustainable practices as part of their customer experience

Statistic 63

74% of homeowners research online before selecting a roofing contractor, underscoring the importance of online reputation

Statistic 64

59% of roofing companies use online project tracking tools to enhance transparency for clients

Statistic 65

72% of consumers value personalized interactions with their roofing service providers

Statistic 66

51% of homeowners prefer digital invoices and payments over traditional paper methods

Statistic 67

67% of roofing customers say that responsive mobile-friendly websites influence their contractor choice

Statistic 68

55% of customers want transparent communication about project progress via digital platforms

Statistic 69

48% of customers feel that personalized follow-up after project completion increases their loyalty

Statistic 70

58% of roofing contractors are actively seeking ways to improve digital customer engagement

Statistic 71

64% of roofing clients prioritize quick and easy access to customer service support

Statistic 72

63% of customers appreciate when contractors proactively explain warranty and maintenance options

Statistic 73

70% of roofing companies invest in ongoing customer service training to boost satisfaction

Statistic 74

49% of consumers expect digital updates at least once a week during their roofing project

Statistic 75

62% of roofing clients prefer providers that offer flexible payment options as part of the customer experience

Statistic 76

58% of building owners seek eco-friendly roofing options as part of their customer experience

Statistic 77

65% of homeowners expect their contractor to handle all permits and inspections efficiently

Statistic 78

68% of roofing customers consider timely project completion as a key element of their customer experience

Statistic 79

73% of roofing clients are more satisfied when provided with educational content about maintenance and care

Statistic 80

82% of clients want to see clear, detailed proposals before project initiation

Statistic 81

61% of roofing customers value warranties that include maintenance and repair support

Statistic 82

67% of customers want transparent and straightforward contract terms before signing

Statistic 83

57% of clients prefer contractors who provide detailed maintenance guidance along with new roofing systems

Statistic 84

59% of roofing clients express a preference for green and sustainable roofing options

Statistic 85

56% of homeowners say a well-organized project timeline improves their overall experience

Statistic 86

78% of roofing customers are willing to pay a premium for eco-friendly or sustainable roofing solutions

Slide 1 of 86

Sources

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Trust Badges - Publications that have cited our reports

Key Highlights

86% of customers are willing to pay more for a better customer experience in the roofing industry
72% of consumers say that customer experience influences their purchasing decisions in roofing services
84% of buyers in the roofing industry trust reviews as much as personal recommendations
78% of roofing clients will choose a contractor based on positive online reviews
65% of roofing clients cite responsiveness and communication as critical factors in customer experience satisfaction
55% of roofing companies report improved customer retention through enhanced customer experience strategies
90% of customers expect to be updated during their roofing project
70% of roofing companies believe differentiating through customer experience provides a competitive advantage
58% of homeowners consider warranties and customer service as top factors influencing their roofing purchase decision
80% of roofing customers share their service experience online, influencing new customer decisions
45% of roofing contractors see an increase in lead conversion rates after implementing customer experience improvements
75% of consumers are more likely to share poor customer service experiences, highlighting the importance of positive interactions in roofing
63% of homeowners want transparent pricing as part of their customer experience in roofing

Did you know that a staggering 86% of roofing customers are willing to pay more for a better experience, highlighting the critical importance of customer service in transforming roofs into revenue?

Customer Experience and Trust

84% of buyers in the roofing industry trust reviews as much as personal recommendations
78% of roofing clients will choose a contractor based on positive online reviews
65% of roofing clients cite responsiveness and communication as critical factors in customer experience satisfaction
55% of roofing companies report improved customer retention through enhanced customer experience strategies
70% of roofing companies believe differentiating through customer experience provides a competitive advantage
45% of roofing contractors see an increase in lead conversion rates after implementing customer experience improvements
75% of consumers are more likely to share poor customer service experiences, highlighting the importance of positive interactions in roofing
68% of roofing companies that focus on customer experience report higher customer satisfaction levels
80% of roofing industry marketers see customer reviews as key to attracting new clients
52% of customers report that their overall satisfaction with roofing services is directly linked to the professionalism of the contractor’s communication
47% of roofing contractors lack a structured customer feedback system, risking customer dissatisfaction
69% of homeowners indicate that clear communication about project scope impacts their overall satisfaction
79% of roofing companies invest in customer relationship management (CRM) systems to improve client interactions
85% of customers say that a responsive customer service team enhances their trust in a roofing company
50% of roofing companies see increased repeat business after implementing comprehensive customer feedback programs
66% of roofing clients state that post-project follow-up increases their satisfaction and likelihood to recommend
61% of commercial roofing clients prioritize safety and compliance information as part of their customer experience
77% of consumers say that seamless and transparent billing processes are crucial to a positive customer experience
45% of customers would recommend their roofing contractor if they received proactive communication about project delays or issues
85% of roofing consumers rate clear communication as a critical factor in overall service quality
63% of roofing companies report that implementing customer experience training improves overall service quality
70% of home improvement consumers prioritize contractor responsiveness when choosing a roofing service
76% of roofing professionals believe that improving customer experience leads directly to increased revenue
82% of roofing clients say their overall experience would improve with better post-installation support
49% of roofing companies have seen growth in customer retention through loyalty programs
60% of consumers are influenced by how quickly a roofing company responds to inquiries
73% of homeowners seek detailed project timelines as part of their customer experience in roofing services
59% of roofing clients consider a professional and courteous staff as a key to their overall satisfaction
81% of roofing companies believe that integrating digital tools enhances overall customer experience
69% of homeowners value clear and honest communication about potential delays
52% of clients state that clear scope definitions prior to work commencement influence their overall satisfaction
77% of consumers are likely to recommend their roofing contractor if they appreciated the ease of communication
54% of roofing companies report that improving website user experience increased inquiries and engagement
59% of residential roofing clients trust contractors who provide detailed project documentation
85% of potential customers consider after-sales support as an essential part of the customer experience
46% of roofing businesses have seen an increase in customer referrals due to improved service quality
55% of homeowners are more likely to refer a contractor who keeps them informed throughout the process
66% of roofing customers want detailed information about materials used, influencing their satisfaction and trust
80% of roofing companies measure customer satisfaction through surveys post-project
74% of clients say that quick dispute resolution improves their overall experience
53% of roofing industry marketers plan to increase investment in customer experience initiatives in the next year
70% of roofing professionals believe that a personalized onboarding process increases long-term client retention
59% of customers say that quality craftsmanship directly impacts their overall satisfaction
49% of roofing businesses have introduced virtual consultations to improve customer experience
75% of homeowners report that routine updates and check-ins post-project contribute to their satisfaction
54% of roofing contractors invest in customer success teams to enhance service quality
68% of roofing clients consider a company's online presence a reflection of their professionalism
80% of homeowners are more confident choosing a roofing contractor with verified credentials and reviews
73% of roofing companies report that customer testimonials influence their sales process
85% of consumers value a streamlined and hassle-free project experience
64% of roofing industry businesses track and analyze customer feedback for continuous improvement

Customer Experience and Trust Interpretation

With 84% of buyers trusting reviews as much as personal recommendations and 85% valuing streamlined projects, the roofing industry's best defense against leaks and mediocre service is a watertight customer experience—because when communication, responsiveness, and transparency are better than the roof over your head, customers are not only more likely to stay dry but also to spread the word.

Customer Willingness and Preferences

86% of customers are willing to pay more for a better customer experience in the roofing industry
72% of consumers say that customer experience influences their purchasing decisions in roofing services
90% of customers expect to be updated during their roofing project
58% of homeowners consider warranties and customer service as top factors influencing their roofing purchase decision
80% of roofing customers share their service experience online, influencing new customer decisions
63% of homeowners want transparent pricing as part of their customer experience in roofing
62% of roofing clients prefer digital communication channels (email, text, online portals)
55% of homeowners would switch roofing contractors for a better customer experience
72% of consumers prefer scheduling consultations and follow-ups online for roofing services
61% of roofing clients prioritize punctuality and timeliness in project completion
53% of roofing clients look for environmentally sustainable practices as part of their customer experience
74% of homeowners research online before selecting a roofing contractor, underscoring the importance of online reputation
59% of roofing companies use online project tracking tools to enhance transparency for clients
72% of consumers value personalized interactions with their roofing service providers
51% of homeowners prefer digital invoices and payments over traditional paper methods
67% of roofing customers say that responsive mobile-friendly websites influence their contractor choice
55% of customers want transparent communication about project progress via digital platforms
48% of customers feel that personalized follow-up after project completion increases their loyalty
58% of roofing contractors are actively seeking ways to improve digital customer engagement
64% of roofing clients prioritize quick and easy access to customer service support
63% of customers appreciate when contractors proactively explain warranty and maintenance options
70% of roofing companies invest in ongoing customer service training to boost satisfaction
49% of consumers expect digital updates at least once a week during their roofing project
62% of roofing clients prefer providers that offer flexible payment options as part of the customer experience
58% of building owners seek eco-friendly roofing options as part of their customer experience
65% of homeowners expect their contractor to handle all permits and inspections efficiently
68% of roofing customers consider timely project completion as a key element of their customer experience
73% of roofing clients are more satisfied when provided with educational content about maintenance and care
82% of clients want to see clear, detailed proposals before project initiation
61% of roofing customers value warranties that include maintenance and repair support
67% of customers want transparent and straightforward contract terms before signing
57% of clients prefer contractors who provide detailed maintenance guidance along with new roofing systems
59% of roofing clients express a preference for green and sustainable roofing options
56% of homeowners say a well-organized project timeline improves their overall experience
78% of roofing customers are willing to pay a premium for eco-friendly or sustainable roofing solutions

Customer Willingness and Preferences Interpretation

In an industry where 86% of customers are willing to pay more for a better experience and 72% say it influences their choice, roofing companies that prioritize transparency, digital engagement, and eco-friendly options are not just climbing shingles—they're ascending the customer satisfaction ladder, proving that a well-structured, personalized, and environmentally conscious approach is the best blueprint for success.