Software Advice surveyed residential service customers to determine how they use online reviews sites to select residential service companies.

1. Software Advice IndustryView: Power of
Online Reviews for Residential Services
Trends and best practices from the industry

2. In an age where online reviews sites allow customers to share their opinions with
the masses, residential service businesses must do all they can to provide
memorable customer experiences that encourage positive feedback. Field service
management software can help ensure great customer service, but there’s still
the question on how customers are sharing experiences with the masses via
online reviews sites.
To learn more, Software Advice surveyed residential service customers to
determine how they use online reviews sites to select residential service
companies. The findings, along with commentary from industry experts, give
residential service business owners the information they need to increase the
quality of their customer service and make the most out of their online reviews
profiles.
Abstract

3. Eighty-six percent of respondents would pay more for a residential service
provider with higher ratings and reviews.
Customers Pay More for Well-Reviewed Service Providers
Would pay
significantly more
10%
Would pay
moderately more
36%
Would pay slightly
more
40%
Would not pay more8%
Would not impact pay
either way
6%

4. Sixty-eight percent of respondents say online reviews are “extremely” or “very
valuable.”
Customers Highly Value Online Reviews
Extremely valuable25%
Very valuable43%
Moderately valuable28%
Minimally valuable3%
Not at all valuable1%

5. Fifty-six percent of respondents say they used online resources to find their most
recent residential service provider.
Customers Use Online Resources to Find Services
Online56%
Traditional44%

6. The most important information respondents look for in online reviews is the
quality of service provided (87 percent) and cost (79 percent).
Customers Seek Quality of Service and Cost Information
Quality of service
Cost
Quote accuracy
Punctuality
Availability
0% 20% 40% 60% 80% 100%
Percent of sample

7. Seventy-four percent of respondents consult Yelp when selecting a residential
service provider. It’s also most consulted for all service categories.
Top Online Reviews Sites
Cleaning
Electrical
HVAC
Lawn care
Pest control
Plumbing
0% 10% 20% 30% 40% 50% 60%
Yelp Google+ Angie’s List

8. Software Advice™ is a trusted resource for software buyers. The company's
website, www.softwareadvice.com, provides detailed reviews, comparisons and
research to help organizations choose the right software. Meanwhile, the company’s
team of software analysts provide free telephone consultations to help each
software buyer identify systems that best fit their needs. In the process, Software
Advice connects software buyers and sellers, generating high-quality opportunities
for software vendors.
@SoftwareAdvice /company/software-advice
@SoftwareAdvice/SoftwareAdvice
Read about our findings in more detail.Read Report