THE SOURCE - Spring 2018 - 23

The American Public Gas Association
(APGA) has partnered with HomeServe,
a leading provider of repair services, to
enable APGA member gas companies to
offer their customers access to a suite of
energy related repair service programs.
Through the partnership, APGA's more
than 700 members across the country
are able to extend homeowners they
serve optional repair plans for gas piping
systems, water heaters, heating systems
and more.
Serving over 3 million customers
across North America, HomeServe
protects homeowners against the
expense and inconvenience of gas
line, electrical, water heater, Heating,
Ventilating, and Air Conditioning
(HVAC) and other home emergencies
by providing affordable coverage and
quality local service. HomeServe's
customer focus and best-in-class repair
plans drive positive brand attribution
to their numerous municipal, utility and
association partners.
HomeServe has conducted research
demonstrating that customer satisfaction
with a utility increases significantly after
partnering with them. "Before and after"
survey data showed that one year after
the launch of a HomeServe partnership:

*

65 percent of customers say the utility
offers valuable services and programs
beyond the core commodity - a
38 percent increase from the prior
year; and,
* 72 percent of customers have a
"favorable" or "very favorable"
opinion of the utility - a 13 percent
increase year over year.
"Offering HomeServe products to
our customers sends an important
message that we want to help protect
customers from the high cost of
emergency repair, which translates into
heightened customer satisfaction," said
Timothy Lubbers, Director of Business
Development at SEMCO Energy Gas
Company. "HomeServe's commitment to
the highest quality standards and their
ability to deliver exceptional customer
satisfaction has been at every step."
Additionally, as the number of
Americans aged 65 and older is expected
to rise 35 percent from 2010 to 2020, a
growing trend for this population is "aging
in place." According to a Georgia Institute
of Technology study, ability to perform
home maintenance tasks is an important
factor in aging in place. One category
of these tasks, categorized as home
upkeep, included HVAC maintenance (e.g.,

changing or replacing the furnace filter),
and maintenance of smoke alarms and
carbon monoxide detectors.
Providers such as HomeServe can
address several important aspects of
safely aging in place:
* Proactive attention to a problem - a
person with a plan is more apt to
call for service on a small problem
before the issue becomes worse, and
potentially dangerous. Once on-site
contractors can check other systems
to ensure there are no additional
issues and if any are discovered they
can be fixed immediately.
* Expeditious response - while it may
take days for a contractor from
the phone book to arrive, a home
protection plan company has a
defined and short response time
* Careful screening/vetting - home
protection plans provide consumers
access to fully-vetted, licensed
and insured local contractors. This
dramatically reduces the risk related
to allowing a stranger into one's
home, particularly for elderly people
living alone.
Learn more about how a partnership
can benefit utilities and their customers
at www.homeserveutility.com.
THE SOURCE | SPRING 2018, VOL. 10, ISSUE 3 23

BUBBERS BB/SHUTTERSTOCK.COM

The chief way to
attract and retain
customers is to
become a "trusted
partner" and
make customer
satisfaction the
center of the
utility's mission.


http://www.homeserveutility.com

Table of Contents for the Digital Edition of THE SOURCE - Spring 2018

First Person
APGA Events
Disasters Bring Challenges and Opportunities
Furnace Rule Update
APGA Strategic Planning
Conversation with an APGA member: Tallahassee
NGSA’s Winter Natural Gas Outlook Projects Record Demand, Matched by Robust Storage and Production
Promoting Gas Market Growth
New White Paper Offers Guidance to Natural Gas Utilities on Thriving in a Changing Landscape
Legislative Outlook
Marketing Matters
At Last
Advertiser's Index/ Advertiser.com
THE SOURCE - Spring 2018 - Intro
THE SOURCE - Spring 2018 - ebelly1
THE SOURCE - Spring 2018 - ebelly2
THE SOURCE - Spring 2018 - cover1
THE SOURCE - Spring 2018 - cover2
THE SOURCE - Spring 2018 - 3
THE SOURCE - Spring 2018 - 4
THE SOURCE - Spring 2018 - 5
THE SOURCE - Spring 2018 - 6
THE SOURCE - Spring 2018 - 7
THE SOURCE - Spring 2018 - First Person
THE SOURCE - Spring 2018 - 9
THE SOURCE - Spring 2018 - APGA Events
THE SOURCE - Spring 2018 - Disasters Bring Challenges and Opportunities
THE SOURCE - Spring 2018 - 12
THE SOURCE - Spring 2018 - Furnace Rule Update
THE SOURCE - Spring 2018 - APGA Strategic Planning
THE SOURCE - Spring 2018 - 15
THE SOURCE - Spring 2018 - Conversation with an APGA member: Tallahassee
THE SOURCE - Spring 2018 - 17
THE SOURCE - Spring 2018 - NGSA’s Winter Natural Gas Outlook Projects Record Demand, Matched by Robust Storage and Production
THE SOURCE - Spring 2018 - 19
THE SOURCE - Spring 2018 - Promoting Gas Market Growth
THE SOURCE - Spring 2018 - 21
THE SOURCE - Spring 2018 - New White Paper Offers Guidance to Natural Gas Utilities on Thriving in a Changing Landscape
THE SOURCE - Spring 2018 - 23
THE SOURCE - Spring 2018 - Legislative Outlook
THE SOURCE - Spring 2018 - 25
THE SOURCE - Spring 2018 - Marketing Matters
THE SOURCE - Spring 2018 - 27
THE SOURCE - Spring 2018 - 28
THE SOURCE - Spring 2018 - At Last
THE SOURCE - Spring 2018 - Advertiser's Index/ Advertiser.com
THE SOURCE - Spring 2018 - cover3
THE SOURCE - Spring 2018 - cover4
THE SOURCE - Spring 2018 - outsert1
THE SOURCE - Spring 2018 - outsert2
THE SOURCE - Spring 2018 - outsert3
THE SOURCE - Spring 2018 - outsert4
https://www.nxtbook.com/naylor/PGAQ/PGAQ0218
https://www.nxtbook.com/naylor/PGAQ/PGAQ0118
https://www.nxtbook.com/naylor/PGAQ/PGAQ0417
https://www.nxtbook.com/naylor/PGAQ/PGAQ0317
https://www.nxtbook.com/naylor/PGAQ/PGAQ0217
https://www.nxtbook.com/naylor/PGAQ/PGAQ0117
https://www.nxtbook.com/naylor/PGAQ/PGAQ0416
https://www.nxtbook.com/naylor/PGAQ/PGAQ0316
https://www.nxtbook.com/naylor/PGAQ/PGAQ0216
https://www.nxtbook.com/naylor/PGAQ/PGAQ0116
https://www.nxtbook.com/naylor/PGAQ/PGAQ0415
https://www.nxtbook.com/naylor/PGAQ/PGAQ0315
https://www.nxtbook.com/naylor/PGAQ/PGAQ0215
https://www.nxtbook.com/naylor/PGAQ/PGAQ0115
https://www.nxtbookmedia.com