Snapshot Survey Results | Commoditization vs. Customer Service

In the June 2021 Snapshot Survey, contractors share how they are combating the threat of commoditization of the industry to help you incorporate best practices in your contracting business. Here’s one survey question and its results from the summary report, which will be available in its entirety to EGIA members on 7/15/21.

Why do you believe your customers choose to do business with you over your competitors? (Select all that apply)

As more and more contracting businesses enter the marketplace offering similar products and services, established companies must understand and adapt to the needs of their customers in order to differentiate and compete. According to our survey, 95% of home services companies reported that they believe customers choose to do business with them over their competitors because of superior customer service. An additional 66% said that better warranties and guarantees differentiate them from the competition. The data suggests companies that prioritize the needs of their customers and nuture those relationships have a better chance at becoming the perferred vendor in their marketplace.

Here’s what an HVAC contractor from Maryland said in the survey:

“Our strategy for combating commoditization is all about customer service – creating an emotional connection between our customers and our brand, and always fulfilling our customers’ needs.”

Contractor University members can click here to access all of our customer service resources today!