The Home Energy Plus Furnace Program recently released results of a satisfaction survey of eligible program recipients. CAP Services is one of several weatherization and heating contractors across the state providing heating system replacement services under the program. The survey showed a high level of customer satisfaction with CAP’s administration of the program, with CAP ranking above the statewide average in both satisfaction of the work and perception of quality.
“This winter’s bitterly cold temperatures were a perfect reminder of how urgent furnace emergencies can be,” said Tom Loomis, CAP’s Assistant Director of Housing in Weatherization. “Getting client’s furnaces replaced for those identified by the state quickly and correctly are high priorities for us.”
Customers receiving heating system replacements from October 2012 through May 2013 were asked to participate in a satisfaction survey to gather information about the quality and completeness of services provided by Wisconsin Home Energy Assistance Program (WHEAP) providers, weatherization providers and heating contractors.
A total of 85 surveys were distributed to program recipients via the U.S. mail or provided directly to customers during quality assurance site visits in the four counties – Marquette, Portage, Waupaca and Waushara – served by CAP Services under Home Energy Plus.
The majority of the customers served by CAP either agreed or strongly agreed with the areas identified in regards to both satisfaction of the work and perception of quality. Loomis said state quality assurance checks have not identified any quality issues with furnace replacements through CAP Services over the past two years.
Responses also showed 77% of furnace replacement clients served by CAP Services received a response within 18 hours, surpassing the state average of 50%.