HomeServe proudly serves a growing number of UK Customers – c.2.2 million. Customers are at the heart of everything we do.
We’ve earned the right to serve more Customers by leading the way in terms of Customer satisfaction in our industry. We are also an award-winning business and have achieved recognition from several prestigious organisations. In 2017, an independent survey from Institute of Customer Service said HomeServe was the most improved company in the UK for Customer Satisfaction in the services sector, demonstrating that we are delivering on our Customer Charter, a set of promises our People live by to ensure that the Customer is truly at the centre of everything we do.
We’ve learned never to be complacent and we’re constantly looking for ways to improve what we do and how we do it. Vital to this is for us to know exactly what our Customers think of us and the services we provide. We use Rant & Rave technology which allows Customers to provide us with immediate feedback, asking them “how easy was it to deal with us today?” as well as providing the opportunity to leave any other feedback.
Trustpilot is one of the biggest review channels used by our Customers. We attain reviews through inviting a number of Customers selected at random who have had a claim completed with us in the past week or month to submit a review as well as Customers who have visited the site themselves to leave a review.
This provides us direct feedback on our products and services as well as giving us the chance to turn a negative experience that a Customer may have had into a positive one by dealing with any outstanding issues. In 2016 our Trustpilot rating was 8.3 out of 10 from over 21,000 reviews.
Reevoo is an independent review site which gives us a percentage of Customers who would buy again from HomeServe. In 2017, our overall Reevoo score was 94% from more than 15,000 reviews.
We introduced “Customer First” in order to empower our People and give them a way of challenging the way we do things – as well as helping out our most vulnerable Customers. Every day at 8.30am we hold an open meeting where our People can raise issues, requests or queries from the previous day. Whether it’s a Customer who is in need of our help even though their policy doesn’t quite cover what they need, an idea or an improvement to a product or a process, or a story from an engineer who has helped a Customer in need, we open up the floor – and then work on a solution together.
The impact has been staggering. Since the launch of CustomerFirst in February 2014, the scheme has generated more than 18,000 queries and helped more than 4,000 Customers. We’ve also spent almost £600,000 from our ‘hardship fund’, which was set up to help out those vulnerable Customers whose policies don’t quite cover essential work.