What Home Service Customers Really Think About AI

85% of people would prefer to speak to a real person when calling a plumber or electrician.

Recent data from OnePoll reveals what homeowners actually want when they contact local service providers (and what it means for your business and bottom line).

Keep It Real

53% say their trust in a business decreases when it predominantly uses AI for customer service.

People want to work with businesses that are human, local, and authentic over corporate and automated ones. After all, they chose you, a local service provider committed to the community and doing great work. 

“Being human is a team sport.”

- Douglas Rushkoff, Team Human

The best home service pros understand that trust and connection underpin everything they do. They answer their phones, show up when they say they will, and take pride in solving problems others can't. 86% believe it should be clearly indicated when interacting with AI instead of a person.

Customers are smart. They know when they're talking to a machine. Trust is fragile. Don’t break it. 

“Can I Just Speak to a Human?”

• 83% of people have requested to speak to a real person instead of an AI agent or chatbot.
• 69% have made this request multiple times.
• 29% hang up immediately when they reach AI instead of a person.

That's nearly 1 in 3 potential customers hanging up before you even know they called. The last thing you want is for people to find you, contact you, and then hang up. For high-value services like HVAC, electrical work, or restoration, that's serious money.

Why Customers Hang Up

When asked which type of customer service agent is more frustrating, 54% said AI agents.

Here’s what frustrates people most when contacting a business: 

• 35% Being placed on hold
• 29% Talking to an AI agent or chatbot
• 22% Contact going unanswered
• 8% Leaving a voicemail

Talking to AI ranks just behind being ignored entirely, suggesting that AI is barely better than no response for many customers.

When asked what frustrates people about AI agents: 

• 51% Difficulty understanding their needs
• 48% Unable to resolve their problem
• 48% Unable to answer their questions
• 35% Providing inaccurate information
• 31% Lack of empathy

Only 24% say their problem is resolved most of the time or always when speaking to an AI customer service tool.

• 30% say their problem is rarely or never resolved.
• 30% say it's sometimes resolved

Compare that to human interaction: 70% say humans show more empathy and caring in customer service scenarios. Only 7% say the same about AI.

What Matters to Customers

When asked what matters most in a customer service interaction:

• 73% Resolution
• 63% Knowledge
• 49% Friendliness
• 42% Speed
• 34% Personalization

Resolution matters most. And AI struggles to deliver it.

Most automation optimizes for speed at the expense of the top three priorities. You're solving a problem customers don't have while creating ones they do.

More Reviews, More Loyalty, More Business

When contacting three businesses with similar reviews, 78% say they're most likely to choose the one where a human responded. Only 9% would choose the business with an AI system, and 3% would choose the one where no one answered.

It can feel impossible to build trust when you’re just starting out, especially when larger companies have 1000+ 5-star reviews and years of legacy business. But it’s possible, and human service helps.

People are more likely to leave a positive review after interacting with a human. 

• 59% are most likely to leave a review after a positive interaction with a person
• 9% are most likely after a positive interaction with AI
• 18% say both equally

Trust begins the moment someone calls your business. Make sure they always get a human hello and the help they need.

Loyalty At Your Service

69% would be more loyal to a company that employs people rather than AI for customer service. Only 12% would be more loyal to one using AI.

65% believe the overall customer experience would be worse if humans were replaced by AI. Only 15% believe it would be better.

Loyalty matters in home services. Repeat customers cost less to acquire, spend more over time, refer more often, and become your most valuable marketing asset. When homeowners find a reliable plumber, electrician, or HVAC tech, they stick with them for years.

Keep Service Human

If you remember only one stat, make it this: 85% prefer speaking to a real person over AI when contacting local services like plumbers, electricians, and roofing companies.

As businesses grow, the personal touch becomes harder to maintain. The temptation grows to automate away the "inefficiency" of human interaction. Your customers chose a local contractor for a reason. They want someone who knows their name, remembers their house, shows up when they say they will, and shares their values.

• 75% are concerned that AI could replace humans in customer service roles (37% very concerned).
• 78% are concerned that AI will replace human jobs in the next 5–10 years (39% are very concerned).
• People want purpose. They want a contribution. They want to make a difference.

Human connection is scarce, and the home service businesses that protect it will find real advantages. Be a business that future generations will be proud of. Keep service human. 

Methodology

This survey was conducted by OnePoll in October 2025 with 6,000 adults in the U.S., Canada, and the U.K. Respondents answered 33 questions about their preferences, experiences, and concerns regarding AI in customer service, employment, privacy, and society. Click here to read the complete findings from the survey. Unless otherwise specified, all percentages are based on total respondents.