Sockly research · updated 2026-11-03
10% of US service businesses had a customer write, in the last year, that nobody answered.
We read the Google reviews of 1,898 independent businesses in 15 trades across 30 metros. 193 had at least one review from the last 12 months saying the caller couldn't get through, never got a callback, or was brushed off by the front desk. The scan runs every night; the numbers update as it grows.
By trade
Law had it worst
Share of businesses with at least one such review in the last 12 months. Click a trade for its page: the scene, the one question a front desk should ask, and the math.
| Trade | Businesses read | With a recent “couldn't reach them” review | Share | Metros |
|---|---|---|---|---|
| law | 507 | 92 | 18% | 22 |
| pest control | 92 | 13 | 14% | 8 |
| moving | 101 | 13 | 13% | 9 |
| appliance repair | 85 | 10 | 12% | 8 |
| HVAC | 117 | 11 | 9% | 8 |
| roofing | 117 | 10 | 9% | 8 |
| veterinary | 94 | 8 | 9% | 9 |
| auto repair | 134 | 11 | 8% | 8 |
| garage door | 82 | 6 | 7% | 8 |
| locksmith | 84 | 4 | 5% | 8 |
| plumbing | 107 | 5 | 5% | 8 |
| towing | 102 | 4 | 4% | 8 |
| electrical | 74 | 2 | 3% | 8 |
| tree service | 99 | 2 | 2% | 8 |
| cleaning | 103 | 2 | 2% | 8 |
Method
How we counted
- Source: public Google Maps listings and reviews in 30 US metros (Alpharetta, GA, Atlanta, GA, Austin, TX, Charlotte, NC, Chicago, IL, Columbus, OH, Dallas, TX, Decatur, GA, Denver, CO, Fort Worth, TX, Houston, TX, Indianapolis, IN and more), read through 2026-11-03.
- Independent businesses only: chains and franchises removed, closed listings excluded. Listings with fewer than 30 reviews, or more than 1,500, were skipped.
- For each business we read its lowest-rated reviews plus every review that mentions voicemail or answering. A review counts when it is 3 stars or fewer, dated within the last 12 months, and says the customer couldn't get through, never got a callback, or was treated badly by the front desk. Each one passed our scanner's complaint classifier.
- Reviews undercount the problem: most callers who can't get through don't write a review. They call the next name on Google.
- Review text on these pages is paraphrased. We don't name or rank businesses.
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