Online Review Drive Hiring of Remodelers

The Home Industry Leadership Board in January released results of its inaugural Homeowner Mood & Mindset national survey. The results reveal homeowners’ attitudes toward researching, hiring and working with home service professionals.

“This information helps to identify opportunities to improve the hiring process for homeowners and service professionals, especially as it relates to the Millennial Generation,” says Chris Terrill, HILB president. Key points and takeaways from the survey include:

  • The most important criteria to homeowners of all ages in hiring home improvement professionals are good reviews and trusted references.
  • The Millennial generation prefers its home improvement professional contact them via text or email rather than phone or in person.
  • The Millennial generation prefers recommendations on service professionals from Internet sources such as Yelp and HomeAdvisor, rather than referrals by friends and family or from direct mail sources such as mailers.
  • Compared to other age segments, the Millennial generation is the least satisfied with their experience in hiring a professional. Getting estimates and setting appointments with professionals are main points of frustration for this age group.

“Working with Millennial homeowners presents a unique set of challenges for businesses,” said Christopher Toleman, HILB vice president and co-owner of Aracon Construction. “It’s best to assume the Millennial is somewhat of an expert in his/her mind since they have already done their research, checked out your company’s reputation, products and services, and are ready to do business with you when you show up at the door.”

The survey was completed by 1,000 homeowners who had hired a professional in the past year for a home project. HILB is a nonprofit board focused on bridging the gap between homeowners and service professionals. To view survey results or for details on HILB, visit