Whitepaper Category: Research Study

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Home Services Buyer Research: Industry Breakdown Report


The customer journey in home services has become digital.

Companies need to adapt if they are to grow and attract new generations of customers. This study illuminates the path to finding and capturing these buyers.


  • What channels do home service buyers use to find service providers?
  • How do customer ratings and reviews impact the customer journey?
  • How do buyers evaluate home service providers?
  • What are the key differences across home service industries?
Resource Center

The Customer Journey in Consumer Services


Understand your buyers so you can win more business.

In the Summer of 2020, Silverback Strategies surveyed 1,066 U.S. adults who recently purchased a service for themselves or their home. The purpose of this study was to better understand consumer behavior, so service providers can improve their marketing.


  • Where buyers go when they first realize a need, and how that varies by generation
  • How companies can build brand awareness online
  • Why some companies have a distinct sales advantage than others
  • What role customer ratings and reviews play in the customer journey
  • How companies can adjust marketing strategies and tactics