American Home Shield recently earned the 2013 Best in Service Award from HomeWarrantyReviews.com, one of the top home warranty consumer review sites in the United States. The award is based on customer feedback posted to the site, as well as a variety of customer satisfaction metrics, such as claims approval and customer retention rates, and how companies made use of various social media and other online forums to address consumer issues.
“This Best in Service Award is a reflection of the high level of satisfaction among American Home Shield customers who come to our site,” says Krupesh Bhat, Editor in Chief of HomeWarrantyReviews.com.
Last year, American Home Shield responded to more than 3 million service requests from its customers, who use the company’s home warranty plans for professional repair services and to help protect against unexpected repair costs when their major home appliances or systems break down.
“Our customers place over 3 million service requests a year, and our employees work with nearly 10,000 contractors and 45,000 technicians across the country to deliver quality service every step of the way,” says Mark Barry, president of American Home Shield, a business unit of The ServiceMaster Company, one of the world’s largest residential and commercial service networks. “We’re honored to win the award for many reasons, but especially because it’s based on customer feedback and it reflects the great work of a great team.”
Over the past 12-18 months, the company has placed intense focus on improving the customer experience, says Barry, who believes this award is yet another indication that things are moving in the right direction. “We’re looking at end-to-end processes across all parts of our business, and re-working many of them, especially when it helps build a better overall experience for our customers. As we measure performance year-over-year, we’ve seen strong improvement in many key areas. There’s still work to be done, but this award lets us know that our customers recognize the positive steps we’re taking.”
For more information, visit www.ahs.com.
