We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort. Our study also focused on benchmarking the home emergency cover providers. The good news is that for this sector when it comes to customer satisfaction, customers believe they receive good value for money, with over a quarter contacting their provider for a call out. When it comes to customer satisfaction in this industry things are looking positive. Almost two thirds have never switched home emergency cover provider and over ¾ feel they receive good value for money. Download our infographic “Home Emergency Cover” which provides an overview of findings across the top providers including: • Breakdown of KPI metrics for the home emergency cover sector • The key reasons for choosing a provider • Areas of poor customer experience that cause consumers to cancel • The role of switching and ditching – just how common is it? The Services Benchmarking Study has compared providers’ big and small, detailing in-depth information of how your company has performed against the competition. Here at SPA Future Thinking we utilise Their Voice our bespoke Voice of the Customer programme to help leading blue chip organisations achieve greater customer engagement and improved business performance. If you’d like to know more about our Services Benchmarking Study and find out how your business compares please contact Craig Strudley on +44 (0)1865 336 400 or craig.strudley@spafuturethinking.com

1. Billing issue
18%
SPA Future Thinking conducted the Services Benchmarking Study in April 2014 with 3,500 consumers across finance, utilities,
media, insurance and emergency cover service sectors.
If you would like to find out how your business scored please contact a member of the services team.
E: info@spafuturethinking.com T: +44(0)1865 336 400
Data courtesy of SPA Future Thinking
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Half have cancelled
a home emergency
cover policy for
financial reasons
SWITCHING &
DITCHING
THE EXPERIENCE
A BETTER DEAL
KEY PERFORMANCE
INDICATORS
GETTING IN
TOUCH
IT’S TIME TO CHOOSE
REASON FOR CONTACT
HOW DO YOU MEASURE UP?
78% of the customers we
contacted felt they received
good value for money
from their home emergency
cover provider
We correlated 4 key metrics against
‘intention to continue being a customer’
and found that perception of value for
money correlates the most with intention to
remain a customer...
At a broad level, financial services topped all three
KPI’s. Utilities is seen as the worst performer;
emergency cover is middling in comparison.
FINANCE INSURANCE
UTILITIES
EMERGENCY
COVER
MEDIA
46% have contacted their home
emergency cover provider in the past year 76%
24%
65% 18% 15%
Better deal
elsewhere
Price rise Too
expensive
Almost ¾ of those who cancelled a policy for
financial reasons found a better deal elsewhere
Over one third rank cost as the most important factor
when selecting a home emergency provider, but more
than half of consumers state something else...
Reputation
Ease of
set up
Speed of
Response
Word of
Mouth
Terms of
Contract
7%
Customer
Service
24% 9%
Quality
Cost
40%
4% 8%
3% 5%
Providers across 20 service areas were rated across 3
widely used KPIs.
Phone contact still dominates although electronic contact
is increasing, especially among younger customers
Call out 28%
Policy renewal 13%
Policy purchase 12%
Billing enquiry 7%
Resolve an issue 6%
Cancel or complain 6%
Service didn’t
meet my needs
Financial
reasons
Poor customer
experience
Areas of ‘Poor Customer Experience’
that cause consumers to cancel
Poor customer
service
42%
Product wasn’t
as expected
25% 9%
Effort involved
to get
anything done
£
62% have NEVER
switched home
emergency provider
¼ have been with
their current supplier
for less than 1 year
30% have been with their current 2014
supplier for more than 5 years
0-10 rating of
satisfaction
0-10 rating of likelihood
to recommend
OVERALL
SATISFACTION
NET
PROMOTER
CUSTOMER
EFFORT
Percentage of customers who
agree that the company made
dealing with them easy
7.33 -9 86%
HOME EMERGENCY COVER
We’ve compared the market across 5 main service sectors.
As part of our service providers study we’ve benchmarked
the top home emergency cover providers. If you want
to know how your business compares then give us a
call, we’d be delighted to share.
1 in 4 customers
contacted their home
emergency cover
provider for a call out
45% 20% 16%