About this Case Study 

This case study provides an example for organizations exploring market opportunities for secondary service offerings. If you are in the home services industry seeking to evaluate interest in expanding your services, this case study is for you.

This case study focused on evaluating consumer attitudes and interest in plumbing services, providing Service Experts with actionable insights to enhance their service offerings beyond HVAC repair and installation.

Summary

Service Experts conducted a national survey to gauge consumer interest in and attitudes toward plumbing services. The study explored customer needs, preferences, and barriers to engagement, offering valuable data to shape Service Experts’ strategy for promoting their plumbing services alongside their established HVAC offerings.

Here’s the Challenge

While Service Experts is widely recognized for HVAC services, the organization sought to expand its plumbing offerings. The challenge was understanding consumer interest, key pain points, and factors influencing the decision to hire plumbing contractors.

Here’s the Idea

We designed a survey to explore:

• Frequency of plumbing issues
• Preferred services such as emergency plumbing and water heater repair/replacement
• Decision-making factors, including price, reputation, and satisfaction guarantees.
• Consumer openness to regular maintenance plans and eco-friendly service options.

The goal was to provide actionable insights to guide marketing and service expansion efforts.

Here’s the Execution

A quantitative survey was conducted with 268 respondents across various U.S. regions. Key components included:

• Evaluating satisfaction with past plumbing services.
• Assessing motivations for hiring contractors, such as emergency repairs and preventative maintenance.
• Measuring interest in bundled services, such as packages combining plumbing, HVAC, and other home services.

Respondents were filtered to ensure relevance, focusing exclusively on homeowners.