A new survey of 6,000 people reveals what electrical contractors need to know about customer service in 2026.
We’re living through the decline of great service. Self-checkouts have replaced people who used to carry bags to the car. Instead of driving to the local hardware store, people order online. The gas station attendant who used to clean the windshield has become a thing of nostalgia.
As a society, we’ve grown accustomed to expecting bad service (or no service at all).
In 2026, even basic service feels exceptional.
You’ve built your electrical business on solving problems and standing behind your work. New research reveals that your customer service matters just as much as your technical expertise. This is a great opportunity for electricians to grow their business.
According to a recent survey of 6,000 people, 85% prefer speaking with a real person when contacting electricians, plumbers and other local services.
1 in 3 Customers Hang Up on A.I.
29% of potential customers said they’d hang up immediately if they reached A.I. when calling a business. That’s one in three jobs lost before you even get a chance to speak to them.
When comparing three businesses with similar reviews, 78% of customers say they’re most likely to hire the one that provided human service. Only 9% would choose the one using A.I.
For electrical contractors, this represents an opportunity. You can compete on what customers actually want: knowledgeable people who understand, listen and care. After all—that’s what great service is all about.
Customers Want Resolution
Most automation optimizes for speed. Your customers prioritize something different.
- Resolution (73%) – Getting their problem actually solved
- Knowledge (63%) – Speaking with someone who understands
- Friendliness (49%) – Feeling valued
- Speed (42%) – Quick service, but not at the expense of the top three
Resolution, knowledge and friendliness matter most. This industry has always been about more than just fixing things. It’s about taking care of people.
Trust Is Your Competitive Edge
The electrical trades have always run on trust. When 54% of customers say A.I. service frustrates them more than talking to a real person, they’re describing moments where they’ve misunderstood.
The best electricians understand that trust and connection underpin everything they do. They know the stakes of being welcomed into people’s homes and businesses to fix their problems.
59% More Likely to Review After Human Service
59% of customers are more likely to leave a positive review after working with a real person, compared to just 9% after an A.I. interaction.
For smaller businesses starting out against electrical contractors with 1,000+ reviews and decades in business, you need to be focused on excellent service to build up your reputation the same way electricians always have: one satisfied customer at a time. Human service accelerates that.
The Art of Great Service
As your electrical business grows, maintaining a personal touch becomes harder. The temptation grows to automate away the human interaction.
But remember that customers increasingly value businesses that feel human, local, and authentic over corporate and automated ones. After all, your customers chose a local contractor for a reason.
Keep Service Human
So here’s to the ones who answer when others won’t. Who fix what others can’t. And who show up when it matters most.
Here’s to you.
Be a business that future generations will be proud of. Keep service human.
This research was conducted by ServiceForge and OnePoll in October 2025, surveying 6,000 adults across the U.S., Canada and U.K. about their preferences and experiences with A.I. in customer service.
ServiceForge helps electricians get found, get answered, get booked and get paid with 24/7 live answering, scheduling and payments made for the trades.
