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Modernize Homeowner Insights 2024: Communication Preferences

In 2024, homeowners are clearer than ever about how they want to communicate during home improvement projects.
Table of Contents

The 2024 Modernize Homeowner Insights Report reveals a decisive shift toward convenience, flexibility, and digital-first communication styles.

These preferences reflect broader home services industry trends, where companies that adapt to modern expectations around speed, personalization, and choice stand out from the competition.

Key Findings

Initial Contact Preferences

  • 37.19% prefer a phone call from a contractor
  • 30.54% want an email
  • 18.95% prefer a text message
  • 13.33% want to book their appointment online themselves

Scheduling the First Appointment

  • 41.33% prefer to schedule by text
  • 23.35% by email or email form
  • 20.54% by phone call
  • Less than 11% prefer using website forms or chat

Sharing Project Details

  • 56.82% prefer to share project details via text
  • 23.82% prefer phone calls
  • 11.50% prefer email
  • Fewer than 5% prefer in-person, video call, form, or chat

Meeting Preferences

  • 34.07% prefer in-person meetings at their home
  • 21.31% prefer virtual meetings (e.g., Zoom)
  • 35% prefer to share details digitally and skip meetings altogether

Timing and Duration Expectations

  • 69.31% want to know the exact duration of a meeting in advance
  • 60.72% expect the first appointment to last 30 minutes or less
  • Saturdays and mornings are the most preferred times for scheduling
  1. Prioritize mobile-friendly communications. Text messaging is the most preferred channel across research, scheduling, and detail-sharing.
  2. Offer self-service tools. Online booking, confirmations, and reminders empower homeowners and remove friction.
  3. Keep initial appointments short and structured. Set clear expectations for duration and follow-through.
  4. Embrace flexibility in how you meet. Virtual consultations are growing, but many homeowners still value in-home walkthroughs.
  5. These communication behaviors are key indicators of evolving home services industry trends. Contractors who modernize their outreach and adapt to homeowner preferences will differentiate themselves early in the buyer journey.
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