Women-owned restoration and remediation companies are outperforming the industry average on customer satisfaction metrics, according to a new survey released by the Restoration Industry Association. The study, which analyzed Net Promoter Scores from 1,200 residential and commercial restoration jobs completed in 2024, found that women-led firms scored an average NPS of 72 compared to the industry average of 60.
RIA researchers attributed the gap primarily to communication practices — women-owned firms were significantly more likely to provide written scope-of-work summaries before beginning work, send daily photo updates during remediation, and conduct post-job walkthroughs with homeowners.
"The data suggests that the communication skills women bring to the industry translate directly into better client outcomes," said RIA Executive Director Chuck Violand. "That's a competitive advantage that benefits the whole industry when it becomes the standard."
The survey also found that women-owned firms had a 23 percent lower rate of insurance claim disputes, a metric that directly affects profitability and cycle time.
