Over the course of 2011, this space will identify opportunities within customers’ homes that you may not have observed in the past. The opportunities are based on a recent homeowner survey conducted by Decision Analyst, Inc.
Q:Are most homeowners truly satisfied with their new comfort systems?
A: One of the first questions to homeowners in our latest American Home Comfort report has to do with their overall satisfaction with their existing central home comfort system. Half are "very satisfied," four in 10 are "somewhat satisfied," and just under one in 10 is "not satisfied." After you’ve sold a central system replacement (average 2010 cost, $4,481), 50% were "extremely satisfied," four in 10 were "somewhat satisfied," and slightly over one in 10 were "neutral" or "dissatisfied." In other words, on the whole, our industry only fixes what's broken — we don’t improve home comfort.
Are your technicians really offering home comfort or, like the majority of the industry, are they simply "fixing what’s broken?"
Garry Upton, of Decision Analyst, Inc., Arlington, TX, shares his interpretations of Decision Analyst’s American Home Comfort Study of homeowners, and explores what customers look for in HVAC contractors. To learn more about this study, or to purchase it, contact Garry, at [email protected].