The customer is someone locked out of their home or car in an actual emergency, searching in a moment of real stress and vulnerable to exactly the kind of bait-and-switch pricing this industry is notorious for. Money is a referral fee paid by the locksmith per completed, verified job, with locksmiths who fail to honor a quoted price getting flagged and removed from the platform.
The verified-response-time feature is the entire trust mechanism competitors lack, since anyone can claim fast arrival in an ad, but a platform tracking actual completed job times against quoted times gives a panicked, time-pressured customer something real to compare before choosing, rather than gambling on an anonymous search result.