2026 State of Restoration Customer Experience Report: Why Communication Is the New Competitive Edge

The restoration industry is changing faster than ever. Between rising labor costs, tighter insurance requirements, and customer expectations for instant response, the companies that win in 2026 won’t be the ones spending more on ads; they’ll be the ones communicating better.

That’s the core message of our new report, 2026 State of the Restoration Customer Experience Report, a data-driven analysis of how restoration firms are using speed, empathy, and AI to turn customer experience into measurable profit.

Why We Wrote This Report

For years, restoration marketing has revolved around lead generation: more ads, more clicks, more calls. But as competition grows and margins shrink, the real differentiator has shifted from how many leads you get to how quickly and consistently you respond to them.

Our research found that:

• Nearly 1 in 3 inbound calls to home-service companies still go unanswered.

• Businesses that improve response time by 50% see 8% average revenue growth without increasing marketing spend.

• Restoration firms that communicate consistently with customers get paid 38% faster than the industry average.

In short, communication isn’t just a service skill; it’s a profitability strategy.

Inside the Report

The 2026 State of the Restoration Customer Experience Report compiles insights from leading industry data sources including IBISWorld, Scorpion, and BrightLocal, along with new benchmarks across call-answer rates, review velocity, and response times.

Here’s a preview of what you’ll find inside:

Missed Calls, Lost Revenue, and CX Gaps

Why missed calls cost restoration companies millions every year, and how AI-driven call handling is changing that.

Communication Is the Job

How documentation and transparent updates now serve as proof of professionalism with insurers and customers alike.

Linking CX to Profitability

Data showing that faster communication correlates directly with faster payments and higher customer satisfaction.

2026 and Beyond

Emerging trends including predictive staffing, proactive communication, and AI systems that anticipate customer needs before they call.

The Takeaway: Responsiveness Is the New Marketing

The restoration leaders of 2026 won’t be defined by how many ads they run. They’ll be defined by how quickly they respond, how clearly they communicate, and how well they blend automation with empathy.

Whether you’re a single-location operator or a multi-state franchise, this report will help you see where you stand and what the top performers are doing differently.

Download the Full Report

Get your free copy of the 2026 State of the Restoration Customer Experience Report and learn how to future-proof your business with systems that never miss a call, never forget a follow-up, and never lose a customer’s trust.

Download Now: breesy.ai/2026stateofrestorationcx