German Prefabricated House Manufacturers Show Mixed Results in Customer Service: Response Times Improve, But Quality Declines

 The 2025 online mystery shopping study by Interconnection Consulting highlights a paradox in the German prefabricated house industry: manufacturers are responding faster to inquiries, yet the quality of their responses has declined. A comprehensive analysis of 85 prefabricated house manufacturers, conducted between June and July 2025, shows that 60.0% of companies responded within 24 hours compared to 48.4% in 2023, with the average response time falling from 2.9 to 2.7 working days.

“Companies are clearly investing in faster response systems” noted Allison Carranza, author of the study, “however, speed without substance creates a hollow customer experience.” Despite this progress, the quality of responses is falling short. Only 23.5% of manufacturers addressed all four questions in the inquiry, while 28.2% failed to provide relevant answers altogether. The evaluation covered energy efficiency information, financing options, viewing opportunities, and delivery timeframes.

Information-sharing methods also shifted, with fewer manufacturers sending catalogues or PDFs and more suggesting follow-up conversations, reflecting a move away from providing comprehensive information upfront. At the same time, digital communication remains limited, as many manufacturers continue to prefer telephone conversations and personal meetings, while video meeting offers declined significantly.

Industry Performance and Market Implications

Among the best performers, Keitel Haus achieved the highest overall ranking with strong results across all categories, while Kampa, FingerHaus, and Regnauer also stood out for responsiveness and quality. Huf Haus and Fischer earned recognition for their competence and customer orientation. Nevertheless, areas for improvement are evident: fixed-price guarantees were rarely mentioned, information on KfW funding opportunities was provided by only a handful of companies, and nearly 70% of inquiries received no follow-up at all. “The results reveal an industry in transition” explained Carranza. “While manufacturers are becoming more responsive, they struggle to balance speed with substance”. The findings underscore the importance of digital customer service and structured communication processes in a market where over 94% of consumers rely on the internet as their main source of information.

About the Study

The IC Online Mystery Shopping study for prefabricated houses in Germany provides essential insights for effective sales strategies in this highly competitive market. It analyses both quantitative metrics and qualitative customer service elements to deliver comprehensive market intelligence.