FORT LAUDERDALE, Fla. (January 30, 2013) — TotalProtect, one of the country's leading home warranty products, recently conducted a national survey that asked consumers what the biggest challenge is to having a major appliance or home system repaired or replaced. The results were interesting: 56 percent said finding a reliable repair person was their top concern. Fear of being scammed by the repair person ranked second on the list with nearly 35 percent noting the concern; and scheduling the repair and finding time to meet the repair person tied for third at 26 percent. Women were 13 percent more challenged by finding a reliable repair person than men; and nearly 4 percent more fearful of the same breakdown re-occurring.
Question: What is most challenging to you about having a major appliance or home system repaired or replaced?
| || Response || Male || Female |
| Finding a reliable repair person || 56.4% || 50.1% || 62.7% |
| Fear of being scammed by the repair person || 34.8% || 33.5% || 36.2% |
| I have no challenges || 26.1% || 30.1% || 22.0% |
| Scheduling and finding time to meet repair person || 26.0% || 25.0% || 26.9% |
| Fear of the same breakdown re-occurring || 25.5% || 23.7% || 27.3% |
| Cleaning up the mess || 13.8% || 13.4% || 14.2% |
Source: Survey conducted by TotalProtect.com. Results based on responses from 1,059 homeowner respondents located in the continental U.S. Respondents could select more than one challenge, therefore total percentage is more than 100%. Reproduction of this survey available upon request.
Download an infographic of these results
The survey went on to ask consumers how they would find a trusted repair person. Nearly 78 percent said they depended on personal referrals. Women were 9 percent more likely to ask a friend, neighbor or relative for a referral, and men were 8 percent more likely to use an online referral service.
Question: How would you find a trusted repair person, if needed?
| || Response || Male || Female |
| Ask a friend, neighbor or relative || 77.9% || 73.3% || 82.2% |
| Yellow pages (print version) || 29.5% || 32.0% || 26.9% |
| Online referral services || 27.7% || 31.5% || 23.9% |
| Yellow pages (online version) || 17.2% || 18.5% || 15.9% |
| Social media (Facebook, Twitter, etc.) || 8.2% || 7.7% || 8.7% |
Source: Survey conducted by TotalProtect.com. Results based on responses from 1,059 homeowner respondents located in the continental U.S. Respondents could select more than one option, therefore total percentage is more than 100%. Reproduction of this survey available upon request.
TotalProtect is a consumer product owned by Cross Country Home Services (CCHS), one of the leading providers of home warranty products and maintenance plans. An integral part of the company's success is its national database of more than 40,000 highly qualified, independent service partners who provide efficient service to its customer claims from coast to coast. In order to become part of CCHS's network, the company uses a real-time assessment system of more than 30 weighted attributes to evaluate prospective repair contractors, including the status of their licenses and insurance, BBB standing, their technical ability to service various home systems and appliances, and proficiency in communicating with non-English speaking customers to ensure that best service provider is selected for each service request.
"We understand that finding a reputable repair person can be difficult for most families," said CCHS president Sandra Finn. "A home warranty can provide valuable peace of mind that if a major appliance or home system needs repaired or replaced, you're covered. We continually measure the performance of our service partners to ensure that customers receive top-quality workmanship and service delivery. It's this track record that has allowed us to double our service-partner 90-day workmanship guarantee and offer customers a 180-day guarantee – the best in the industry."
About Cross Country Home Services
Cross Country Home Services, Inc. (CCHS) is dedicated to making home management easy by offering a full selection of hassle-free, cost-effective home solutions, including warranty products and maintenance plans. Since 1978, the company has built a reputation for excellence and today is one of the nation's leading providers of these products and services. Consumers can buy home warranties and home maintenance plans directly from CCHS or through select affinity partners in mortgage, banking, insurance, real estate and utilities industries. Products include some of the industry's best known brands, including TotalProtect Home Warranty, Home Protect Warranty and HMS Home Warranty. The company's customer care staff is available 24 hours a day, 365 days a year and is dedicated to ensuring the highest level of service. Homeowner needs are quickly resolved through a national network of over 40,000 service providers, the largest in the industry. Headquartered in Ft. Lauderdale, Fla., CCHS is a member of the Cross Country Group. To learn more about CCHS, please visit www.cchs.com.