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Customer care named best in the utility industry

UK Power Networks, the company which delivers electricity to 8million homes and businesses across London, the East of England and the South East, has won a Best Customer Focus national award partly for its work during Storm St Jude.

From Press releases - 2 December 2013 12:00 AM

UK Power Networks, the company which delivers electricity to 8million homes and businesses across London, the East of England and the South East, has won a Best Customer Focus national award partly for its work during Storm St Jude.

It beat strong competition to win the title in the Best Business Awards today. The company is also a double finalist in the Utility Industry Achievement Awards which are due to be announced on Monday (December 9), in the categories of Customer Care and Digital - for its use of twitter, facebook and its own website to keep people informed during power incidents.

The Best Business Awards judges were looking for a company which showed outstanding performance and chairman of judges Andrew Areoff said: “As a provider of a vital utility service, UK Power Networks has harnessed the power of good customer service and improved feedback from clients. Its use of social media is excellent and it was the first to launch self-help videos on its website. However, it was its quick response to the devastation caused by the St Jude storm in October 28 2013 that was remarkable. Within four days, 99 per cent of the network had been restored and to help those without electricity, the company set up help centres with hot food provided to residents.”

Director of Customer Services Matt Rudling said: “Customer care is vitally important to us as a business and we have made great strides in the past few years to offer people multiple contact channels, new initiatives and most importantly, as much helpful information as possible. The storm which hit our networks hard at the end of October was a huge challenge and we are constantly learning and improving our services. It is so rewarding for our employees and contractors to see that the high standards which they have strived for, have been recognised by independent experts.”