Amplifying Customer Voices: HomeServe's Customer Story Initiative

In an era where customer satisfaction reigns supreme, HomeServe's Corporate Communications Team has spearheaded an initiative aimed at bringing the voices of our valued customers to the forefront.??

The way it works is simple. Year round, we reach out to customers from all backgrounds and geographic areas who have recently benefited from one of our repair plans to gain insights about their experience. These are typical homeowners who pay us for a product and expect to receive exemplary service in return.?

Sharing what we do for customers everyday through real-life testimonies has two main goals. First, learning about areas of their experience that we can work to improve, and second, educate potential customers on what exactly our services do, along with what can be expected from us as a customer.?

The outreach process starts with lists of jobs we’ve done throughout the U.S and Canada in a previous two-week period. The type of plan, repair, cost, location and other factors vary. Then, through a personalized outreach, each group of customers is invited to share their entire experience, from the first point of initial contact with us, all the way through to the completion of the job.??

We’ve hit the 100th story milestone and through each, we’ve met many new and old customers that have encountered all sorts of problems in their home – problems that they covered with an optional HomeServe repair plan. And through these 100 stories, we spoke to customers who had 12 different types of plans, across 31 states and one Canadian province, and had an average repair savings of nearly $3,400. The total amount of money that these customers saved collectively because they had HomeServe was $338,063 - which is just a drop in the bucket in the amount of money we save our nearly five million customers annually.??

From a family days away from adding their newest bundle of joy and fighting a major water line leak, to a former contractor that now found himself on the other side of a plumbing repair, to a customer who was in desperate need for an appliance repair days before a major holiday – we always came through.??

These 100 stories make it clear that we abide by our promise to always put the customer at the heart of everything we do. All we can hope for is that the voices of our customers shine through to showcase that commitment. Here’s to the next 100 stories.?

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