THE SOURCE - Fall 2017 - 29

Ultimately, HomeServe's
customer focus and bestin-class repair plans drive
positive brand attribution
to our partners.

including the appliance connectors
on the extension gas lines that exit
the residence.
* Water Heater - This coverage includes
repair or replacement of most major
parts of tank-based and electric,
natural gas and propane water
heaters or replacement of the unit.
* HVAC Systems - This plan covers
emergency breakdown repairs
for home cooling and heating
systems, including a wide range
of components such as capacitors,
circuit boards, fuses/breakers, pumps,
motors and fans.
* Appliances - These repair plans
cover kitchen appliances (built-in
microwave, refrigerator/freezer, oven/
range/cooktop, and dishwasher),
laundry appliances (washer/dryer)
or both.
HomeServe plans have no
deductibles, call-out fees or preinspection requirement. Cost and filing
of permits, as required, are included, and
all labor and materials for covered repairs
are warrantied for one year.

Repairs are performed by our network
of over 1,100 independent contractor
firms, employing thousands of highly
qualified service technicians. HomeServe
is very selective when recruiting
contractors to be part of our network,
with fewer than 10 percent of all
contractors researched and interviewed
being selected. The network is locally
managed by Regional Operations
Managers to ensure the highest quality
work and compliance with local codes
and regulations.
HomeServe continually strives to
improve all aspects of the customer
experience. To this end, multiple metrics
are assessed regularly and reviewed
by the operational and executive
leadership teams to make certain we are
delivering exceptionally high standards.
Our post-claim customer satisfaction is
consistently above 98 percent.
An important aspect of HomeServe's
culture is taking care of our employees
and being a good corporate citizen in
the communities where we and our
partners operate. One of our four core

values is to develop and engage great
people who are passionate about
taking responsibility and making
things happen. Our "People Promise,"
distributed to all personnel, represents
the mutual commitment between
HomeServe and our employees. Our
employees have many opportunities to
give back to the community. We solicit
their ideas for charitable organizations
to support, and each employee is
provided paid time off to participate in
community service.
Ultimately, HomeServe's customer
focus and best-in-class repair plans
drive positive brand attribution to our
partners. Recent "before and after a
HomeServe partnership" survey results
show customer satisfaction with a utility
increases significantly after partnering
with HomeServe. One year after the
launch of a HomeServe partnership with
an energy utility:
* 65 percent of customers say the utility
offers valuable services and programs
beyond the core commodity - a 38
percent increase from the prior year.
* 72 percent of customers have a
"favorable" or "very favorable"
opinion of the utility - a 13 percent
increase year over year.
* 62 percent of those enrolled in a
HomeServe program were more
satisfied with the utility as a result of
the program. None were less satisfied.
"The goal of APGA is to serve the best
interests of the many gas companies
we represent, which of course means
serving the best interests of our
members' customers," said Bert Kalisch,
APGA President and CEO. "We hope that
through this partnership and the added
value of services available through
HomeServe, our community of utilities
can continue to strengthen relationships
with their customers."
For more information, please
visit www.homeserveusa.com. 
THE SOURCE | FALL 2017, VOL. 10, ISSUE 1 29


http://www.homeserveusa.com

Table of Contents for the Digital Edition of THE SOURCE - Fall 2017

First Person
APGA Events
A Conversation with an APGA Member: Southeast Gas
Update on DOE’s Furnace Rule
The Second Annual NGV Road Rally
Levelized Cost of Energy (LCOE) and How it Affects the Direct-Use of Natural Gas
APGA Strategic Planning: What’s Next?
Growing Revenue Without Capital - Combined Heat and Power
APGA Endorses Leading Home Repair Provider
Legislative Outlook
The Pipeline
Marketing Matters
At Last
THE SOURCE - Fall 2017 - intro
THE SOURCE - Fall 2017 - ebelly1
THE SOURCE - Fall 2017 - ebelly2
THE SOURCE - Fall 2017 - cover1
THE SOURCE - Fall 2017 - cover2
THE SOURCE - Fall 2017 - 3
THE SOURCE - Fall 2017 - 4
THE SOURCE - Fall 2017 - 5
THE SOURCE - Fall 2017 - 6
THE SOURCE - Fall 2017 - 7
THE SOURCE - Fall 2017 - First Person
THE SOURCE - Fall 2017 - 9
THE SOURCE - Fall 2017 - APGA Events
THE SOURCE - Fall 2017 - 11
THE SOURCE - Fall 2017 - A Conversation with an APGA Member: Southeast Gas
THE SOURCE - Fall 2017 - 13
THE SOURCE - Fall 2017 - 14
THE SOURCE - Fall 2017 - 15
THE SOURCE - Fall 2017 - 16
THE SOURCE - Fall 2017 - Update on DOE’s Furnace Rule
THE SOURCE - Fall 2017 - The Second Annual NGV Road Rally
THE SOURCE - Fall 2017 - 19
THE SOURCE - Fall 2017 - Levelized Cost of Energy (LCOE) and How it Affects the Direct-Use of Natural Gas
THE SOURCE - Fall 2017 - 21
THE SOURCE - Fall 2017 - APGA Strategic Planning: What’s Next?
THE SOURCE - Fall 2017 - 23
THE SOURCE - Fall 2017 - 24
THE SOURCE - Fall 2017 - 25
THE SOURCE - Fall 2017 - Growing Revenue Without Capital - Combined Heat and Power
THE SOURCE - Fall 2017 - 27
THE SOURCE - Fall 2017 - APGA Endorses Leading Home Repair Provider
THE SOURCE - Fall 2017 - 29
THE SOURCE - Fall 2017 - Legislative Outlook
THE SOURCE - Fall 2017 - 31
THE SOURCE - Fall 2017 - 32
THE SOURCE - Fall 2017 - 33
THE SOURCE - Fall 2017 - The Pipeline
THE SOURCE - Fall 2017 - 35
THE SOURCE - Fall 2017 - Marketing Matters
THE SOURCE - Fall 2017 - 37
THE SOURCE - Fall 2017 - 38
THE SOURCE - Fall 2017 - 39
THE SOURCE - Fall 2017 - At Last
THE SOURCE - Fall 2017 - 41
THE SOURCE - Fall 2017 - 42
THE SOURCE - Fall 2017 - cover3
THE SOURCE - Fall 2017 - cover4
THE SOURCE - Fall 2017 - outsert1
THE SOURCE - Fall 2017 - outsert2
THE SOURCE - Fall 2017 - outsert3
THE SOURCE - Fall 2017 - 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