New White Paper Shared by HomeServe USA Advises Natural Gas Utilities on Methods to Increase Customer Satisfaction

“Securing the Future” offers solutions for utilities to position
themselves as a trusted partner to customers

NORWALK, Conn.–(BUSINESS WIRE)–#WeAreHomeServe—HomeServe
USA (HomeServe), a leading provider of home emergency repair service
solutions, is pleased to share today “Securing the Future,” a white
paper that examines the customer relations challenges faced by America’s
natural gas utilities and offers solutions utilities can implement to
better position themselves as a trusted partner to their customers. The
white paper is authored by Timothy Alan Simon, Commissioner Emeritus of
the California Public Utilities Commission. Simon is also a member of
the National Petroleum Council, a former member of National Association
of Regulatory Utility Commissioners (NARUC) Board of Directors and a
former Chair of NARUC’s Gas Committee.

Today, natural gas utilities in the U.S. are in the midst of perhaps the
most exciting and challenging time in their long history. Utilities face
a variety of challenges, including a decline in usage per customer,
pipeline safety concerns from the public at large and the impact of new
alternative energy sources. In “Securing the Future,” Mr. Simon explores
the solutions that utilities can implement to successfully engage
customers through a combination of smart, timely communications and the
introduction of nontraditional products and services that position them
as a trusted partner to their customers.

According to a J.D. Power report on customer satisfaction, higher
customer satisfaction translates to higher profitability and return on
equity. Data from the report suggests that partnering with proven,
reliable service providers to deliver innovative products to customers
can positively and significantly impact utility satisfaction ratings.

Many utilities’ primary, and sometimes only, interaction with their
customer is the monthly paper bill. In order to be successful in today’s
more complex and interconnected world, natural gas utilities must chart
a course toward improved customer relations that moves communication
beyond simply a commodity bill transaction. Opening a dialogue with
customers, via surveys, customer service interactions and the use of
social technologies, will help ensure the partnership is delivering on
their needs. Furthermore, implementing nontraditional services, such as
moving assistance, home repair solutions and mobile applications, allow
utilities to strengthen their customer relationships and increase
customer satisfaction.

“With a direct correlation between customer communication and
satisfaction, and the impact of satisfaction on profitability,
forward-thinking utilities stand to benefit greatly by taking
progressive steps to connect with their customers in non-traditional
ways,” said Tom Rusin, CEO of HomeServe USA. “We’re pleased to share
this white paper for natural gas utility leaders. Mr. Simon has
identified real actionable steps that create and enhance customer
relationships.”

The white paper “Securing the Future” is available for download here.

About HomeServe

HomeServe USA Corp. (HomeServe) is a leading provider of home repair
solutions serving 3.1 million customers across the US and Canada under
the HomeServe, Home Emergency Insurance Solutions, Service Line
Warranties of America (SLWA) and Service Line Warranties of Canada
(SLWC) names. Since 2003, HomeServe has been protecting homeowners
against the expense and inconvenience of water, sewer, electrical, HVAC
and other home repair emergencies by providing affordable repair
coverage, installations and quality local service. As an A+ rated Better
Business Bureau Accredited Business, HomeServe is dedicated to being a
customer-focused company supplying best-in-class repair plans and other
services to consumers directly and through over 500 leading municipal,
utility and association partners. For more information about HomeServe,
a 2017 Connecticut Top Workplace winner and recipient of seventeen 2017
Stevie Awards for Sales & Customer Service, or to learn more about
HomeServe’s affordable repair plans, please go to www.homeserveusa.com.
To connect with HomeServe on Facebook and Twitter, please visit www.facebook.com/homeserveusa
and www.twitter.com/homeserveusa.

Contacts

HomeServe USA
Myles Meehan, 203-356-4259
[email protected]
or
Hill+Knowlton
Strategies for HomeServe USA
Merrie Leininger, 775-846-0664
[email protected]