A presentation given at the 2015 HomeServe Leadership Summit, including metrics from customers and how HomeServe can help alleviate their home emergencies.
CSAT
Create a Culture That Shows You Care
The first day I stepped into a call center, I remember being surprised by how you could sense the culture of the environment. It was intangible, yet somehow you could feel it flow through the air around you, almost like the call center version of “the Force”!
Improve Satisfaction by Offering Recommendations from a Trusted Advisor
Energy providers must look beyond simply supplying a commodity in an industry that is undergoing rapid and unprecedented change. A growing percentage of decision makers, including millennials, are budget conscious, environmentally and socially aware, utilize social...
Free Roundtable: Planning for a Changing Environment
The one thing we can depend on in the energy industry right now is change – from the proliferation of DERs to concerns about cybersecurity, the industry hasn’t seen such turmoil since its beginnings. In this changing environment, utilities, regulators and even...
Reduce Call Center Inbound and Outbound Call Agent Turnover
Call center turnover rates can be two or three times that of other industries, meaning a third to nearly half of your inbound and outbound call agents are in training. This can have an impact not only on your bottom line, but also consumer satisfaction. At HomeServe,...
Solutions for Cooperative Utilities and their Members
Kim Dailey and Brianna Govoni present to the Electric Cooperatives Association for Virginia, Maryland, and Delaware. July 2020.
CSAT: Becoming a Trusted Energy Advisor
How do energy consumers view the utilities that serve them? They’ve had an opportunity to appreciate the essential service their utility provides and utility employees’ efforts to ensure access to reliable energy during the coronavirus crisis. Public perception of...
Economic Shock Can Catch Consumers Unaware
Energy consumers want engagement and for utilities to provide solutions. As the industry goes through a rebranding period, many energy providers are looking to utilize their own expertise and resources to expand their offerings in synergistic ways. Position Yourself...
Your ACSI Score: Four Ways to Boost It
Energy cooperatives have maintained their 73% satisfaction score between 2021 and 2022 according to the American Customer Service Index, even through extreme weather and unprecedented global events. This is called the ASCI Score. You already know the country’s aging...
Consumer Engagement Strategy Required for Selectively Engaged
The flattening load growth and search for new revenue channels is old news to utilities – the question now is: What is required of your consumer engagement strategy? The retail and service markets already exist, but products like smart thermostats and electrical...
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Recent Posts
EnergyUnited’s Josh Cleveland Talks Benefits of Marketing Partner HomeServe to Members
Josh Cleveland from EnergyUnited, a HomeServe partner, explains the benefits of HomeServe marketing the program to members. From the 2023 Cooperative Webinar: Enhancing Member Engagement and Loyalty.
EnergyUnited’s Josh Cleveland Explains HomeServe Partnership Benefits
Josh Cleveland from EnergyUnited, a HomeServe partner explains the benefits of partnering with HomeServe. From the 2023 Cooperative Webinar: Enhancing Member Engagement and Loyalty.
HomeServe Contractor Victor Karcher Discusses Repair Follow-Up
HomeServe contractor Victor Karcher of Precision Electric discusses what happens after a repair is completed in a customer’s home. From the 2023 Cooperative Webinar: Enhancing Member Engagement and Loyalty.