Avid Ratings Launches Canadian Home Warranty Customer Experience Program

CALGARY — Avid Ratings Canada has partnered with several third-party home warranty companies to provide a survey program designed specifically for the warranty industry to measure customer satisfaction and builder service levels. The company has currently inked deals with Progressive Home Warranty and Blanket Home Warranty in Alberta, WBI Home Warranty and Pacific Home Warranty in British Columbia, and the Saskatchewan New Home Warranty Program. Approximately 12,000 homeowners will be surveyed annually through existing channel partners with dramatic increases expected as detailed discussions with all other providers across Canada, whom are expected to participate in the coming months, continue. The customer experience research program is delivered by the warranty companies at no cost to the builder, and surveys homeowners after closing with regard to overall customer experience with builders, quality of products used, trade and supplier performance, and builder service and warranty performance levels.
Builders will have 24/7 access to home-by-home survey results through Avid Reports, a cloud-based portal providing them with the ability to monitor strengths and weaknesses, make informed management and team decisions, and track improvement progress. Portals specific to each builder are password-protected; results can only be seen by the builder and the warranty provider.
One of long-term benefits for the warranty industry will be the ability to examine aggregate data across all Canadian warranty companies providing insight regarding industry performance, which can be used to create better programs for consumers and builders in the future. www.avidratings.com.