Zion & Zion Study Investigates How Plumbing Service Wait-Time Satisfaction is Affected by Age and Income

TEMPE, Ariz. (March 4, 2020) – A new study from the market research team at Zion & Zion, a top-ranked, full-service, national marketing agency, investigates how a consumer’s age and income affect their satisfaction with plumbing service-arrival window lengths—i.e., having been quoted a one-hour window for arrival of a plumber vs. a two-hour window, three-hour window or four-hour window.

The Zion & Zion study reveals important findings for plumbing companies and home-service companies in general:

  • All age groups are, expectedly, most satisfied at the shortest (one-hour) service-arrival window length, but older consumers are less dissatisfied with longer service-arrival windows than younger consumers. The younger the consumers are, the faster their satisfaction falls when presented with longer service-arrival windows.
  • Though satisfaction drops for all income groups as service-arrival window length increases, those in the middle-income categories (those making between $35,000 and $149,999) are more satisfied than low-income (less than $35,000) and high-income households ($150,000 or more).
  • The effects of age, income and customer location on wait time satisfaction are cumulative.

The full research report is available here: How Plumbing Service Wait-Time Satisfaction is Affected by Age and Income

This Zion & Zion research study was based on a nationwide survey of 1,044 adult homeowners ages 25 and older. Authors of the study are Aric Zion, MS; Nicole Ellis; and Thomas Hollmann, MBA, PhD.