AEP

AEP are one of the largest electrical utility companies in the United States.
Electric

AEP serving nearly 5.4 million customers in eleven states across the United States.

Market: USA

Trade: Electric

In 2014 AEP partnered with HomeServe to offer a home repair service program for exterior electric lines to its residential customers.

We provided a turn-key, no-cost program that provided:

  • Homeowner education through multi-channel marketing

  • Award-winning customer service

  • Fully-vetted, closely managed contractor network

  • Incremental revenue for the utility

  • Improved customer satisfaction with the utility

“Customers often are not aware of their responsibility to repair the service entrance equipment, or the point where power lines attach to their home, until it is too late. Should this equipment be damaged, repairs can cost hundreds of dollars and normally are not covered by basic homeowner’s insurance. We are pleased to be able to offer our customers this optional program that can help them protect themselves in case of an emergency.”

Karen Sloneker, AEP Ohio’s director of customer services and marketing 

 The results

38% increase for enrolled customers in feeling that AEP Ohio offered valuable services and programmes in addition to providing electricity
After enrolling in a HomeServe programme, 62% indicated they were more satisfied with the utility
13% increase in favourable customer opinion of AEP