UK Power Networks named as top utility for customer service
UK Power Networks has today been named the nation’s top utility for customer service.
UK Power Networks is the only utility company in the Top 50 of the UK Customer Satisfaction Index (UKCSI), announced today (July 11) by the Institute of Customer Service.
The report comes out twice a year, January and July.
With a score of 84.1, UK Power Networks was 11th on the list, just 2.6 percentage points shy of first place and above retail giants eBay, Apple, and Costco.
According to the index, companies placed in the Top 50 have understood the pressures customers are currently facing, with the ability to empathise and personalise its services to a customer’s needs.
Accessibility (being available for contact through a variety of channels), getting it right-first-time in the customer journey, and issue resolution are also key tenets of companies placing in the Top 50.
Customers have benefitted from a swathe of experience improvements in the first half of 2023.
The company has developed its award-winning website to build resilience, accessibility, and flexibility in an easy-to-use format. The company has also picked up international awards for customer service.
UK Power Networks’ director of Customer Service and Innovation, Ian Cameron said: “We are proud to be leading the charge for utilities in the Top 50, especially at a time when our customers need us most. And to be only 2.6 percentage points off the lead is recognition to our employees who understand the pressures facing so many of our customers in the current climate. It’s heartening to hear that when customers come to us, they notice a difference to the norm.
“Our approach is to listen and find out customers’ pain points so we can resolve them, and we’re happy to share how we do it, in the spirit of collaboration to help improve the utilities sector generally.”
Joanna Causon, chief executive at the Institute of Customer Service said: “We need to take the latest UKCSI results seriously as customer satisfaction is a predictive indicator of performance: when we see a drop in customer satisfaction, we will, in time, see an impact on customer loyalty, financial performance and productivity. Smart companies understand and are addressing these issues and they will be best placed to weather economic shocks and uncertainty.”
