SOURCE: Avid Ratings

Avid Ratings Canada

October 08, 2013 09:42 ET

Avid Ratings Partners With Canadian Home Warranty Providers to Improve Customer Experience

Better Quality Homes and Improved Builder Service Levels Are Expected Across Canada

CALGARY, AB--(Marketwired - October 08, 2013) - Avid Ratings Canada, the largest Canadian home building industry customer loyalty management firm, has recently 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 program pinpoints where builders can make operational improvements that translate into happier home owners and greater profitability.

Mandatory home warranty models (all newly built homes required to be covered by a third party home warranty company) have been in existence in BC, Ontario and Quebec since as early as 1976. The adoption of this model is now being implemented, or being discussed at length, in every other province with Alberta being the next province to roll out mandatory warranty requirements starting in February 2014.

Avid Ratings has 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 continue with all other providers across Canada, whom are expected to participate in the coming months.

The customer experience research program is delivered by the warranty companies at no cost to the builder. The program surveys homeowners 90 days after closing with regard to overall customer experience with builders, quality of products, 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 builders 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 so results can only be seen by the builders and their warranty providers.

"This is a win/win situation for all parties involved," says Greg Stolz, Avid Ratings Canada General Manager.

"Builders receive an unprecedented level of insight about the customer experience they are delivering. Warranty companies will be able to more effectively assess builder risk and premium levels, and most importantly, purchasers of newly-constructed homes across Canada will benefit greatly due to better built homes, better service and higher customer satisfaction levels."

Stolz says 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 that can be used to create better programs in the future to benefit consumers and builders.

About Avid Ratings
Founded in 1993, Avid Ratings (www.avidratings.com) is a full-service customer loyalty management firm, providing customer loyalty research, organizational strategies, employee training, and proprietary marketing solutions to the home building industry. In 2003, Avid Ratings Canada was created to help leading Canadian home builders improve referrals, margins, and long-term customer loyalty. Surveying over 100,000 homeowners annually, Avid is the leading provider of customer loyalty management services in North America.

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