Housecall Pro's 2025 Customer Service Report surveyed 1,040 US homeowners on October 23, 2025. 68 percent expect photo or video proof of completed work, and another 28 percent say it would be nice to receive. Nearly 60 percent appreciate seeing a technician's name and photo before the visit, and many now anticipate text updates as the job progresses.
- Expect photo or video proof of the completed work: 68 percent
- Say it would be nice: 28 percent
- Appreciate the technician's name and photo before the visit: nearly 60 percent
Housecall Pro sells field-service software, and "expect" and "appreciate" are the survey's words. Its own conclusion is that most service frustrations among homeowners are about communication, not quality.
That is a cheap problem to have. The work was right. The customer did not see it, did not know who was coming, and did not hear when. A photo at the end of the job and a message before the truck arrives cost a minute each, and they are the minutes the review gets written about.
Check this Monday. Pull your last five completed jobs. How many have a photo attached, and how many customers got a message before the truck showed up?
What ProxMedia does about it: booking confirmations and follow-ups that go out on their own in your words, and the review ask that lands while the photo is still fresh.
Source: Housecall Pro, 2025 Customer Service Report (1,040 US homeowners, surveyed October 23, 2025 via SurveyMonkey Audience).