AI-driven data analysis helps power customer service success
ith an average satisfaction score of 95% and five-star reviews on Trustpilot, UK Power Networks was a winner at the Institute of Customer Service’s prestigious national awards.
UK Power Networks, which delivers electricity across London, the East and South East, won the Best Use of Customer Insight award and was shortlisted in three additional categories; Best Customer Satisfaction Strategy, Customer Commitment B2B and Customer Focus – Large Enterprise.
Judges praised UK Power Networks for its innovative use of customer feedback, consistent and comprehensive approach to data collection and management and the introduction of advanced AI analysis to identify drivers of dissatisfaction and strengthen service improvements.
Jo Causon, CEO at The Institute of Customer Service, said: "In a challenging environment, UK Power Networks’ approach demonstrates the kind of strategic, data-led thinking that sets customer-centric organisations apart.
"By harnessing AI to anticipate issues before they become complaints, UK Power Networks has shown how insight, when embedded across an organisation, can drive continuous improvement. This is precisely what the UK Customer Satisfaction Awards recognise - organisations that demonstrate measurable, meaningful commitment to their customers.”
Hannah Ngoma, head of customer change at UK Power Networks said: “We detect emerging issues before complaints arise, so we can fix things faster. We take customer feedback and data from numerous sources and rapidly publish clear insights on dashboards for our staff. AI has supported in helping us glean actionable insights from our data.”
“Our systems have come a long way from sifting through comments manually. By democratising our data and making customer service everyone’s responsibility, we’ve smashed down siloes between departments. Right across the organisation, we’re constantly looking to improve and we work as one team to delivered great service to our customers.”
In January, UK Power Networks was named the UK’s top performing utility for customer service. The company is also a five-time winner of Utility of the Year and has held Investors in People platinum accreditation since 2020.
Published: 13/03/2026
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UK Power Networks, which delivers electricity across London, the East and South East, won the Best Use of Customer Insight award and was shortlisted in three additional categories; Best Customer Satisfaction Strategy, Customer Commitment B2B and Customer Focus – Large Enterprise.
Judges praised UK Power Networks for its innovative use of customer feedback, consistent and comprehensive approach to data collection and management and the introduction of advanced AI analysis to identify drivers of dissatisfaction and strengthen service improvements.
Jo Causon, CEO at The Institute of Customer Service, said: "In a challenging environment, UK Power Networks’ approach demonstrates the kind of strategic, data-led thinking that sets customer-centric organisations apart.
"By harnessing AI to anticipate issues before they become complaints, UK Power Networks has shown how insight, when embedded across an organisation, can drive continuous improvement. This is precisely what the UK Customer Satisfaction Awards recognise - organisations that demonstrate measurable, meaningful commitment to their customers.”
Hannah Ngoma, head of customer change at UK Power Networks said: “We detect emerging issues before complaints arise, so we can fix things faster. We take customer feedback and data from numerous sources and rapidly publish clear insights on dashboards for our staff. AI has supported in helping us glean actionable insights from our data.”
“Our systems have come a long way from sifting through comments manually. By democratising our data and making customer service everyone’s responsibility, we’ve smashed down siloes between departments. Right across the organisation, we’re constantly looking to improve and we work as one team to delivered great service to our customers.”
In January, UK Power Networks was named the UK’s top performing utility for customer service. The company is also a five-time winner of Utility of the Year and has held Investors in People platinum accreditation since 2020.
Published: 13/03/2026
Back to news