Electric utilities are working on a new frontier that promises to provide consumers with unprecedented energy choices
The time is now for utilities to deepen engagement with customers and build sustainable relationships for the future
Come meet us at the upcoming Edison Electric Institute (EEI) Financial Conference “Haight-Ashbury Summer of Love” reception on Tuesday, November 13th in San Francisco, CA.
The future of the electric utility industry will be reshaped as the electric power model is redefined. The industry is working on a new frontier, one that features grid and cybersecurity issues as well as new technologies, including distributed energy resources, that promise to provide consumers with unprecedented energy choice.
The time is now for utilities to deepen engagement with their customers and build sustainable relationships for the future.
HomeServe, a leading provider of utility-sponsored home repair solutions serving over 3.6 million customers across North America., recently conducted research that highlighted the opportunity for utilities to build these relationships. This study showed that 78% of homeowners surveyed believe the utility provider should educate them on how to be prepared for emergency home repairs and appropriate preventative measures. That same study reported that 59% of homeowners surveyed had a home repair emergency in the past year, demonstrating a tremendous opportunity to connect with customers.
For the last fifteen years, HomeServe has helped homeowners protect against the expense and inconvenience of gas line, electrical, HVAC and other home emergencies by providing affordable coverage, with no deductibles, and quality repair service by local, licensed and insured technicians. And our utility partners have found that offering these services has delivered measured increases in customer satisfaction, an important factor in ROE.
“At AEP, we are always trying to find better ways to connect more deeply with our customers,” said Eric Morris, Customer Programs Manager, AEP. “The HomeServe program, for example, enables us to educate customers about potential problems and provide simple solutions. Our research shows that our customers appreciate the utility for providing valuable information, even if they don’t participate in the programs or services we offer.”
HomeServe’s customer focus and best-in-class plans drive positive brand attribution to our 550+ municipal, utility and association partners. HomeServe partners report that offering plans measurably improves customer satisfaction and helps to create lasting and meaningful customer engagement. In fact, recent “before and after” survey results of one large energy utility partner demonstrated significant increases in customer satisfaction with the utility after partnering with HomeServe. One year after the launch of a HomeServe partnership:
65% of customers say the utility offers valuable services and programs beyond the core commodity - a 38% increase from the prior year.
72% of customers have a “favorable” or “very favorable” opinion of the utility - a 13% increase year over year.
HomeServe’s solutions are backed by exceptional customer service delivered by an award-winning contact center utilizing state of the art technology.
Our contractor network of over 1,300 in the field is unmatched.
For more information visit www.homeserveutility.com.
Stop by to meet us and see how HomeServe puts solutions in place. Read our latest whitepaper, Utility customer engagement pillars.