New Study Reveals: Prefabricated House Manufacturers Respond Quickly Online, but Customer Support Falls Short

Interconnection Consulting’s 2026 online mystery shopping study, in which a total of 57 German prefabricated house manufacturers were evaluated between April and May 2026, reveals a remarkable contradiction: Never before have so many manufacturers responded to customer inquiries, yet many still fail to guide potential buyers effectively through the sales process. Significant weaknesses remain, particularly in answering specific questions, customer orientation, and proactive follow-up, leaving considerable sales potential untapped.

Fast responses remain the exception

With a final response rate of 97.2%, manufacturers achieved a new record. 64.2% of companies replied to the initial inquiry. Following a reminder email, the response rate increased to 86.2%, and after an additional telephone call, it reached 97.2%. At the same time, however, response speed deteriorated: only 56.0% of manufacturers replied within 24 hours (the timeframe customers typically expect). Companies that take longer risk losing potential customers before the sales process even begins.

More than one in four manufacturers failed to answer a single question

The quality of responses remains a major concern. Only 23.5% of manufacturers answered all questions completely, while 28.2% failed to address any of the questions asked. The evaluation covered topics including energy efficiency, heating systems, government subsidies, and photovoltaic solutions. Many manufacturers limited their responses to generic standard information or simply referred customers to future consultation appointments.

“Customers who submit an inquiry expect clear answers to their specific questions. Our results show that there is often a significant gap between response speed and the actual quality of the consultation,” says Allison Carranza.

Follow-up remains the biggest weakness

The most significant shortcomings were identified in proactive follow-up. Only 15.6% of manufacturers contacted the customer again after their initial response or followed up to determine whether further interest existed. Last year, this figure was still 30.6%. As a result, around 85% of inquiries are no longer actively pursued after the first reply.

“A prefabricated house is rarely sold after a single email. The greatest sales opportunity is not lost during the initial contact, but afterward. This is exactly where many manufacturers are leaving significant potential untapped,” explains Allison Carranza.

The best-performing manufacturers of 2026

Overall, FingerHaus, Petershaus, Hanse Haus, and Haas Fertigbau rank among the top-performing companies in this year’s study. These manufacturers demonstrate communication practices that significantly increase the likelihood of a successful sale. At the same time, the study continues to reveal substantial performance differences between the industry leaders and the market average.

The results also indicate that manufacturers have recognized the importance of responding quickly but, in many cases, have forgotten how to keep the sales conversation alive throughout the customer journey.

About the Study

The study is based on a mystery shopping approach. Prefabricated house manufacturers were contacted via email using standardized inquiries regarding a residential construction project. Companies that did not respond within one week received a reminder email and, if necessary, were subsequently contacted by telephone.

The evaluation assessed both hard skills (response times, completeness of answers, and provision of information materials) and soft skills (competence, unique selling propositions, empathy, customer orientation, and closing focus).

The companies evaluated include leading German prefabricated house manufacturers such as WeberHaus, HUF HAUS, FingerHaus, SchwörerHaus, Bien-Zenker, OKAL, ELK, Hanse Haus, Regnauer Hausbau, and Danwood.

Contact Information Interconnection Consulting

Allison Carranza, Market Analyst

Phone: +43 1 585 46 23 – 50

Email: carranza@interconnectionconsulting.com