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Electricity staff celebrate customer service award

Acting on instant customer feedback has earned UK Power Networks’ call centre in Ipswich a prestigious customer service award.

From Press releases - 9 November 2017 12:00 AM

Award for Raving.jpg

The team which provides information, advice and updates during power cuts, beat off fierce competition to win the ‘Raving Customers’ award at the inaugural Ravee Awards last week.

Organised by Rant & Rave, the UK leader in real-time customer engagement technology, at their annual Raveolution event, the awards recognise organisations that impress customers and receive consistently good feedback. UK Power Networks, keeps the lights on for eight million homes and businesses in London, the South East and East of England.

The firm demonstrated how it uses Rant & Rave’s real-time feedback platform to identify any customer issues at an early stage, then act on them immediately to improve the customer experience.

In 2017 UK Power Networks received 75,800 responses via Rant & Rave, with about half scoring customer service top marks - 10/10.

Alex Williams, customer experience manager at UK Power Networks, said: “We are delighted to win this award which reflects our determination to put our customers at the heart of everything we do. Rant & Rave has enabled us to become even more customer-focused.

“Due to the amount of feedback we are receiving, we can listen thoroughly to what our customers are telling us and act on that insight. The results are a better overall customer experience.”

UK Power Networks aims to contact customers who score the service 8/10 or below, to understand how they can improve on the customers’ experience.

Kenny Bain, CEO, Rant & Rave said: "The team at UK Power Networks fought off stiff competition from Rant & Rave's hundreds of clients to claim the 'Raving Customers' Ravee Award at this year's Raveolution event. The award is designed to acknowledge the brand that best displayed their dedication to creating raving customers and we were thrilled to be able to recognise UK Power Networks' efforts.

“We were particularly impressed by their commitment to responding to feedback and the way in which they've implemented customer-centric process changes by embracing the voice of the customer at every level of the business."