When you’ve done everything you can do to keep pests out of your home, and you still find ants in the kitchen, mice in the basement, or bed bugs in the bed … how do you decide who to call? And how do other homeowners find quality, cost-effective pest control service providers?
The folks at Software Advice asked themselves this very same question, so decided to conduct a survey to find out how residential customers use online review sites to select service companies.
The resulting report, Use of Online Reviews to Select Residential Service Providers Industry View, 2015, provided a number of insights into residential customer use of the Internet in searching for service providers and how they view and use reviews. Although the survey was intended primarily to discover trends that would be beneficial to the marketing efforts of the service companies, the findings reveal some interesting data that can be helpful to homeowners who are searching for a quality pest control company.
As the report states, “In an age where online review websites allow customers to share their opinions with the masses, residential service providers must do all they can to provide memorable customer experiences that encourage positive feedback. But there’s still the question of how customers share their experiences with others online, and what effect these reviews have.” Following are key findings from analysis of the survey responses:
Pest Control Company Selection Survey Key Findings
Of residential service customers who responded to an online survey on use of online reviews to select a pest control service provider:
- 96% of customers responded that they evaluate online reviews when seeking a pest control provider to work with.
- 87% of the survey respondents cited quality of pest control service provided as the most important criteria they sought when looking at online reviews. This was closely followed by cost (78%). Other areas of importance were quote accuracy, punctuality and availability.
- 68% said they find online reviews to be extremely or very valuable when evaluating residential service providers.
- Only 4% of respondents found online reviews to be only minimally or not valuable at all
- 77% of women and 61% of men found online reviews to be extremely or very valuable in evaluating residential service providers. However, while twice as many women (36%) as men (17%) said that the reviews were extremely valuable, none of the men surveyed felt that online reviews held no value. Yet 2% of women replied that the reviews were not at all valuable.
- 86% of respondents would pay more for a residential service provider with higher ratings and reviews. Only 8% said they would not pay more for providers with positive reviews, while 6% said the rating would not have an impact on the price they are willing to pay.
- 56% of respondents said they used online resources to find their most recent residential service provider.
- 74% of respondents consulted Yelp when selecting a residential service provider, making it the most popular review site - topping Angie’s List, which came in third, after Google+ Local, and was followed by Better Business Bureau. The only other site that was cited by at least 15% of respondents was Thumbtack.
Software Advice is an online resource for software buyers across more than 30 different industries, including pest control. The company provides detailed reviews and research on thousands of software applications. To find the data in this report, Software Advice conducted a seven-day online survey of seven questions, through which it gathered 1,239 responses from random adults who have used residential services in the United States. All survey questionnaires underwent an internal peer review process prior to use to ensure clarity in wording.