HomeServe to Present Water Utility Customer Relationship Survey Results at American Water Works Association ACE14 Conference

HomeServe Sponsoring ACE14 Opening General Session and Keynote by Former NYC Mayor Rudy Giuliani

Business Wire


HomeServe USA (HomeServe), a leading provider of home emergency repair service plans, today announced that as part of a 1-hour professional session during the American Water Works Association (AWWA) ACE14 Conference & Exhibition today in Boston, MA it will present results of a newly completed survey it conducted of water utility customers and water utility leaders. HomeServe is also the Opening General Session sponsor of this year’s AWWA event where former New York City Mayor Rudy Giuliani will deliver keynote remarks.

HomeServe conducted a survey during May 2014 of 1,000 water utility customers and a separate survey of 125 water utility leaders in order to compare customer and utility perceptions of key utility service attributes, giving utility leaders insight into their customer relationships. The survey results will be summarized in a presentation by HomeServe USA CEO, Tom Rusin, entitled: Bridging the Great Divide. Some key findings that will be presented reveal that water utilities have more brand awareness than they realize and in general, customers are satisfied with their water utility. However, the perception of where those satisfaction levels fall varies; utilities believe satisfaction levels are 21 percentage points greater when compared to customer responses. Within the service attributes explored, the findings show that customers are less likely by 24 points to see their water providers as being particularly quick to respond, or being a good source of information.

“The survey shows that while customers think water providers are getting the job of delivering clean, safe water done, there is still a big opportunity for them to significantly increase customer satisfaction,” said Tom Rusin, CEO of HomeServe USA. “The survey suggests that the satisfaction gap can be narrowed by utilities serving as a resource for information, providing a means to resolve issues more quickly and providing better value for the fair price customers already feel they pay for water.”

HomeServe is also sponsoring the keynote speech by former New York City Mayor and HomeServe advisor, Rudy Giuliani, during the ACE14 Opening General Session today. Mayor Giuliani will share his insights on the many challenges facing municipal leaders today based upon his experience as a two-term mayor of America’s largest city. His remarks will delve into security concerns facing communities and actions needed to address them. The Mayor will also address the risk facing America’s water and wastewater infrastructure with the hope of inspiring the water community to take on the challenge of leading U.S. utilities down the road to infrastructure renewal.

Information on ACE14 is available on the AWWA website Following the ACE14 event, copies of the HomeServe water utility and customer survey results can be obtained by contacting HomeServe at 1-888-777-1175, or by emailing

About HomeServe

HomeServe USA Corp (HomeServe) is an independent provider of Emergency Repair Service Plans. For over a decade, the company has protected homeowners against the expense and inconvenience of water, sewer, electrical, heating, cooling, and other home emergencies by providing affordable coverage and quality service. HomeServe, a Better Business Bureau Accredited Business, serves 1.6 million homeowners in the US and Canada and dedicates itself to being a customer-focused company providing best in class emergency repair plans through utility partners and directly to customers. For more information about HomeServe, please go to, follow us on and like us on Facebook at

HomeServe USA
Myles Meehan, 203-356-4259
ICR, Inc. for HomeServe USA
Sari Martin, 646-277-1256

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