What Contractors Value Most in 2026

The relationship between contractors and their distributor and manufacturer partners continues to evolve. How contractors purchase products, what they expect from service, the technology they use and even what keeps them loyal are changing — and understanding those shifts is increasingly important for companies looking to remain a preferred partner.

ASA’s 2026 Voice of Contractor Survey provides a fresh look at those changing expectations.

Conducted by Farmington Consulting Group (FCG), the national survey gathered feedback from more than 700 Plumbing and Mechanical Contractors to identify ways distributors and manufacturers can improve and adapt their services to better meet contractor needs. The 2026 study follows ASA’s initial Voice of the Contractor Survey conducted in 2023, allowing the industry to see not only what matters today, but where contractor behavior and expectations are shifting.

“Contractor demographics and expectations are rapidly evolving and ASA's Voice of Contractor Survey gives distributors and manufacturers key insights into what is required to differentiate themselves from the competition and create stickiness with their customers,” said TJ O'Connor, President of Farmington Consulting Group.

Availability still wins but delivery is surging

Product availability and inventory levels ranked as the No. 1 factor contractors consider when selecting a distributor, maintaining its top position from the 2023 survey. But one of the most notable changes occurred immediately behind it.

Delivery service jumped from No. 5 in 2023 to No. 2 in 2026, moving ahead of pricing, inside sales service and support, and counter/will call service.

That change provides an important benchmark for distributors. Contractors are not simply looking for the lowest price. They increasingly value a supplier that can get the right material to the right place when it is needed.

And when contractors evaluate delivery, order accuracy ranks first, followed by consistent, on-time delivery windows and low or no delivery fees.

Availability expectations are also high. Residential contractors expect water heaters and rough-in material to generally be available the same day, while commercial/mechanical/industrial contractors expect standard pipe and standard valves by the next day.

The purchasing relationship remains strong

Despite growing competition from alternate purchasing channels, wholesale distribution continues to hold a commanding position.

Seventy-five percent of contractors’ Plumbing/PVF purchases are made through wholesale distribution, compared with 11% through big-box retail, 9% through online marketplaces and 5% directly from manufacturers.

Contractors also spread their business among multiple suppliers. The average contractor regularly purchases from three Plumbing/PVF distributors, yet approximately 67% of total purchases are made through the contractor’s primary distributor.

That makes earning and maintaining primary-distributor status especially valuable.

The survey also provides insight into what can help strengthen those relationships. Loyalty/rebate programs rank as the distributor marketing activity with the greatest influence on purchasing decisions, followed by promotional pricing/limited-time offers and training events.

Contractors are ordering differently

One of the clearest shifts between 2023 and 2026 is how contractors place orders.

Call-in phone orders decreased from 38% to 34%, while walk-in counter orders fell from 29% to 20%. At the same time, email orders increased from 18% to 22%, website/mobile app ordering grew from 11% to 16%, text orders increased from 4% to 6%, and procurement software emerged as another ordering channel.

The takeaway isn't that traditional service is disappearing. Instead, contractors increasingly expect multiple convenient ways to do business.

For distributors, that means digital capabilities should complement, not replace knowledgeable people and strong relationships.

Relationships still matter

In an increasingly digital environment, the value of the outside salesperson is actually moving up, not down.

Outside salesperson presence and relationship climbed from the No. 8 distributor-selection factor in 2023 to No. 6 in 2026. The relationship is even more important among mid-size and large contractors.

And contractors are clear about what they want from those relationships.

Post-sale problem solving and technical assistance ranks as the most valuable service an outside salesperson can provide. Contractors also value updates on new products and industry changes, information on promotions and incentive programs, and training.

In fact, 59% of contractors want to see their distributor outside salesperson at least monthly, increasing to 80% among large contractors.

Technology creates a new opportunity

Technology adoption provides another window into where contractor businesses are heading.

One-third of contractors currently use field service management software, but adoption varies significantly: 61% of large contractors use an FSM platform compared with only 13% of small contractors. Younger contractors are also considerably more likely to use these systems than older contractors.

Artificial intelligence is at an earlier stage. Twenty-five percent of contractors report implementing some form of AI, increasing to 42% among younger contractors and 43% among large contractors.

Those differences give ASA members an opportunity to benchmark not only where contractors are today, but where customer expectations may be headed next.

Inventory is opportunity to add value

Contractors are also carrying significant amounts of product themselves.

The survey found 78% hold product inventory, and 90% of those contractors keep service trucks or vehicles stocked. The average service truck carries approximately $5,535 in inventory.

That creates another opportunity for distributors to become more deeply integrated with their customers' operations. When asked which distributor-provided inventory management solutions interested them most, contractors ranked bar coding/scan book first, followed by preseason orders with extended terms, vendor-managed inventory and field management software integration.

Turning contractor feedback into action

The value of the 2026 ASA Voice of Contractor Survey is not simply knowing what contractors said. It is using those insights to make smarter decisions.

From inventory availability and delivery performance to digital ordering, outside sales, technology, training and inventory management, the findings provide distributors and manufacturers with benchmarks they can compare against their own strategies.

They also reinforce an important message: contractor loyalty is built through a combination of availability, reliability, expertise, convenience and relationships.

As contractor demographics and expectations continue to change, understanding what customers value and where those priorities are moving gives ASA members an opportunity to adapt before the market forces them to.

Turn insights into action. Make smarter decisions. Strengthen relationships. Stay ahead of what your customers need most.

By Brianna Dovichi
Director of BI & Vendor Engagement
bdovichi@asa.net