At Modernize, we understand that communication drives conversion. In our 2025 Homeowner Insights Report, over 150,000 homeowners revealed their communication preferences, and exactly how they want contractors to reach out, schedule, and follow up. The results show a clear shift toward speed, convenience, and digital-first engagement.
Phone and Text Are Nearly Even for Initial Outreach
When asked how they prefer a contractor to reach out initially when booking a home improvement project, homeowner preferences are closely split:
Phone call: 30.40%
Text message: 28.95%
Email: 25.69%
Online booking: 10.96%
This balance shows that while traditional phone calls still matter, text messaging is nearly equal — reinforcing the need for contractors to support more than one communication channel from the very first touchpoint.
Notably, preference for text outreach has increased significantly year over year, signaling growing demand for faster, mobile-first communication.
Transparency Around Time Is a Clear Expectation
Nearly 70% of homeowners want to know how long an appointment will last, reflecting a growing emphasis on respect for time and clarity of expectations. Most expect the first appointment to take 30 minutes or less, underscoring how important efficiency is during initial interactions.
Weekends and Evenings Are Prime Time
Homeowners overwhelmingly want clarity before committing to a meeting:
69.6% want to know how long the first meeting will last
Only 18.8% say they do not need that information
This highlights a growing expectation for time transparency. Clearly communicating meeting length upfront signals professionalism, respect, and organization — all factors that influence homeowner trust early in the sales process.
Year-over-Year Insight: 2024 vs. 2025
In 2024, phone calls (37.2%) and emails (30.5%) were homeowners’ preferred initial contact methods, while text messaging (18.9%) lagged behind. In 2025, text-based communication has surged, particularly among younger homeowners, as more expect quick, flexible contact via text or online scheduling tools. Additionally, while 2024 data showed that 41.9% preferred phone calls during projects, 2025 findings show a near-even split between text and phone, signaling a shift toward convenience-first communication. Contractors who adapt to this change by offering multi-channel communication options can better meet evolving homeowner expectations.
What These Homeowner Industry Trends Mean for Home Services Professionals
Today’s homeowners expect communication to be easy, flexible, and respectful of their time. Contractors who succeed in 2025 will:
Offer multiple initial contact options, including phone, text, and email
Use text and automation tools to confirm appointments and send reminders
Clearly communicate meeting length and next steps before appointments
Balance digital speed with in-person trust-building
Meeting homeowners where they are, without forcing them into a single channel, reduces friction, improves response rates, and ultimately drives higher conversion.
