Customer Satisfaction Solution

HomeServe’s protection plan solution is designed to educate utility customers, and to associate the utility brand with value-added services that safeguard customers against unforeseen repair expenses and enhance resiliency, safety and efficiency. A protection plan offer can also extend the utility customer journey by continuing interaction after an equipment install or service.

This enhanced customer engagement, combined with providing an outstanding white-glove service experience, results in a halo effect to the utility. HomeServe’s exceptional service delivery is attributed to the utility, helping to raise utility CSAT.

HomeServe partner research demonstrates that, in addition to customers who have purchased a protection plan, customers who have not purchased but are simply aware of the protection plan offer have higher satisfaction with the utility. 

HomeServe customers have:

  • Higher satisfaction with their utility – 14% lift
  • A more favorable opinion of their utility – 12% lift

Non-customers aware of the protection plan offer have:

  • Higher satisfaction with their utility – 7% lift
  • A more favorable opinion of their utility – 19% lift

 

 

 

 

Customer Story

HomeServe Protects A Colorado Resident from the Elements – and an Empty Wallet

On a sunny March day in Aurora, Colorado, Robert Z. noticed that it felt a bit drafty in his home. Upon further investigation, he quickly realized his furnace was not running, and despite his best efforts, it wasn’t kicking back on. Although his furnace was not working, Robert was in luck for two reasons. First, the temperature, which can be unpredictable in Colorado, happened to be rather mild that particular day. Second, Robert is a HomeServe customer, and knew that help was just one call away.

He called HomeServe who promptly connected him with AOK Plumbing, Heating & Cooling, a local repair provider that is a part of HomeServe’s wide network of qualified and reliable contractors. The contractor reached out almost immediately and let him know that thanks to an opening in his schedule, he was headed Robert’s way to assess the issue. 

More Customer Service Articles

Protection Plans

Exterior Electric

Covers repair or replacement of exterior high-voltage wiring and components.

Interior Electric

Covers repair or replacement of interior high-voltage wiring and components.

Gas Line

Covers the gas line or primary propane line and appliance connectors inside or outside the home.

Heating / Cooling

Covers repair or replacement of electric, natural gas, or propane water heater.

Heat Pump

Covers repair or replacement of system components and one annual tune-up.

Surge Protection

Covers repair or replacement of electrical products that fail due to an electrical surge.

Water Heater

Covers repair or replacement of electric, natural gas, or propane water heater.

Water Service Line

Covers repair or replacement of a permanently blocked, leaking, or low pressure line that provides fresh water to the home.

Sewer / Septic Line

Covers repair or replacement of a permanently blocked or leaking line that takes wastewater from the home.

Interior Plumbing

Covers unblocking, repair or replacement of interior water service and drainage pipe materials, valves and other plumbing-related material.

Electric Vehicle Charging

Covers reimbursement for malfunctioning Level-2 charger and repair/replacement of interior wiring and components.

Tech Protection

Multi-device coverage for mobile phones, tablets, computers and TVs.

Exterior Electric

Interior Electric

Gas Line

Heating / Cooling

Heat Pump

Surge Protection

Water Heater

Water Service Line

Sewer / Septic Line

Interior Plumbing

Electric Vehicle Charging

Consumer Electronics

Capabilities

Program Development

Anchored by a team that has extensive experience in the insurance and consumer services industries, HomeServe’s program development follows a process that recognizes customer needs, capitalizes on our underwriting depth and knowledge, and marries those needs with our marketing and operational capabilities. This ensures that we are creating comprehensive offerings for our customers, with the optimal balance of coverage and price. This leads to high participation rates and a generous revenue share for our utility partners.

Public Awareness Generation

Prior to launching a home protection program, HomeServe deploys a thorough pre-marketing education campaign. This campaign could include public relations and press releases, bill insert messages and information on the utility’s website. HomeServe has an internal public relations department that proactively engages with local constituents to provide material, clarity and responses to city officials, the media and the public. Additionally, we will train the utility’s call center staff to handle calls about the program and forward customers to HomeServe. We also provide scripts with frequently asked questions and answers about the program to use as a reference.

Multi-Channel Education

HomeServe’s in-house staff of over 75 marketing professionals produces multi-channel educational campaigns and customer communication strategies encompassing direct mail, inserts, website and web advertising, inbound and outbound telemarketing, e-mail, public relations, and social media, that yield outstanding customer participation, retention and customer satisfaction. Leveraging the results of hundreds of tests across dozens of utility partners, and through active partner collaboration, the team produces communications that educate consumers, positively reflect partner brands, drive customer participation, and ultimately lead to demonstrably higher levels of customer satisfaction with your utility.

Contractor Management

HomeServe currently manages over 2,600 independent contractor firms across North America. We have the ability to onboard local contractors, including those within your own established network, as relevant. We leverage trade associations and government registries to ensure relevant criteria are met, including MWBE requirements. Contractors must have a BBB rating of A or higher; positive feedback of 90% or better; and the ability to provide 24/7 emergency service while also meeting all stringent compliance requirements, including valid licensing, bonding and insurance; drug screening and background checks, and willingness to sign our contractor agreement that stipulates performance standards, code of conduct and more. HomeServe employs Regional Operations Managers (ROMs) to ensure all work is performed to our high standards and is compliant with all local codes, regulations and permit requirements. Contractor performance is continually tracked and measured to ensure customer satisfaction.

Marketplace

HomeServe can work with utility partners to integrate home protection products and installation services to broaden marketplace offerings and create a more cohesive customer experience. HomeServe’s expertise in multichannel marketing drives consumers to our products on utility marketplaces, increasing site traffic, visibility, and opportunities for engagement about residential energy efficiency.

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