HomeServe Hosts Leading Utility Experts At Customer Satisfaction Summit
• Water, gas and electric utilities attend HomeServe Customer Satisfaction Summit
• Designed to provide an exchange of ideas among industry leaders
• Focuses on the theme of how offering plumbing, electrical and HVAC repair services can lead to increased customer satisfaction for utility companies
HomeServe USA (HomeServe), a leading provider of emergency repair service plans, hosted executives from top water, gas and electric utilities at its 2012 Customer Satisfaction Summit in Coral Gables, Fla. on May 14 -16. Over 40 industry-leading experts, both current HomeServe partners and prospects, attended, including representatives from AO Smith, Aqua Resources, National Grid, and Florida Public Utilities.
"Overall, the 2012 Customer Satisfaction Summit was a tremendous success and served as an excellent platform for the exchange of ideas among a wide range of industry experts," said Tom Rusin, CEO of HomeServe USA. “It also allowed us to preview our latest HomeServe products with our customers, and get their initial feedback."
The opening day included a 'Conversation with Glen Thomas' former Chairman of the Pennsylvania Public Utility Commission (PUC), and a welcome reception hosted by Richard Harpin, Global CEO of HomeServe plc.
Rusin kicked off the first full day of the Summit with the results of a landmark study on customer service, 'Delivering Customer Satisfaction the HomeServe Way.' Survey results indicated that emergency home repair service policy holders rated their utility much higher than non-policy holders - a 40 percent increase for gas utilities and a 36 percent increase for electric utilities. Additionally, 59 percent of non-policy holders would have an improved opinion of their utility if they were offered an emergency repair service plan. HomeServe USA currently partners with 25 of the nation’s leading water, gas, and electric utilities to offer services directly to homeowners. “The response to the study on customer service was very encouraging," Rusin added.
A presentation titled 'Marketing and Product: Putting the Research to Work' was then delivered by Mike Rauscher, Chief Marketing Officer of HomeServe USA to further address how utilities can best put the results of the study into practice. Mike also highlighted how best practices can be put to work to yield high customer participation in programs, including how to engage customers in multiple communication channels.
Keynote speaker and best-selling author Chip Bell was an additional highlight of the day with a discussion on 'How Imaginative Service Creates Devoted Customers.' The afternoon included a partner panel discussion where participants included representatives from Louisville Water Company, Progress Energy, SEMCO and California Water who shared their experiences in offering consumers home emergency repair plans with HomeServe. Participants also spent time in round-table sessions informing HomeServe of the types of services that would best serve the interests of their local communities.
A sneak preview of new products and enhancements was also provided, offering attendees a look at new HomeServe plans available in 2012 that they can offer their customers as an added service to help increase customer satisfaction. New products launching in 2012 include a whole-house surge protection program; Inflow & Infiltration, a program to protect homeowners from the cost of eliminating excess flow from ground/storm water into sewer pipes; and an Appliance Program that provides coverage for popular in-home appliances.
About HomeServe
HomeServe USA Corp (HomeServe) is an independent provider of Emergency Repair Service Plans. The company was established in the US in 2003 and has grown to protect over 1 million homeowners across the US, and now Canada, against the expense and inconvenience of water, sewer, electrical and other home emergencies. HomeServe dedicates itself to being a customer focused company offering best practices in marketing and service. For more information, visit www.homeserveusa.com.
SOURCE: HomeServe USA Corp