Electricity company ranks in UK top 3 for service
UK Power Networks has been listed among the UK’s best performers for customer service for the third time running.
The company which delivers electricity supplies to 8.4 million homes and businesses across London, the East and South East, came third in today’s Institute of Customer Service’s survey, despite an overall decline in customer satisfaction in the utilities sector.
The independent, professional body for customer service reported the gap between the best and worst performers had widened during a difficult time for consumer spending and overall UK customer satisfaction had fallen.
Among the UK’s top 10 performers and the only utility, UK Power Networks was listed alongside household names including John Lewis, M&S food & retail, Next and Amazon.
UK Power Networks is among the highest rated organisations on all five customer satisfaction categories assessed - experience, complaint handling, customer ethos, emotional connection and ethics.
Director of customer service and innovation at UK Power Networks, Ian Cameron, said: “This fantastic result reflects the hard work of our employees, who understand the pressures facing so many of our customers and share in our commitment to deliver the basics of great service, well.
“We work hard to do the right thing by customers in these difficult times and are heartened that customers are noticing the difference. This is all the inspiration we need to keep at it.”
Jo Causon, CEO of The Institute of Customer Service, said: “We are seeing some customers looking to constrain their spending due to the cost-of-living crisis. However, many consumers are also thinking more about the overall customer experience.
“Congratulations to UK Power Networks on a strong showing in the UKCSI. The consumer landscape is becoming increasingly volatile as the economic environment grows more uncertain. Therefore, the challenge for all organisations is to perform consistently well across the five dimensions of customer satisfaction - from emotional connection to business ethics and customer ethos. This helps maintain high satisfaction levels, which in turn can help improve organisational performance.”
The company which delivers electricity supplies to 8.4 million homes and businesses across London, the East and South East, came third in today’s Institute of Customer Service’s survey, despite an overall decline in customer satisfaction in the utilities sector.
The independent, professional body for customer service reported the gap between the best and worst performers had widened during a difficult time for consumer spending and overall UK customer satisfaction had fallen.
Among the UK’s top 10 performers and the only utility, UK Power Networks was listed alongside household names including John Lewis, M&S food & retail, Next and Amazon.
UK Power Networks is among the highest rated organisations on all five customer satisfaction categories assessed - experience, complaint handling, customer ethos, emotional connection and ethics.
Director of customer service and innovation at UK Power Networks, Ian Cameron, said: “This fantastic result reflects the hard work of our employees, who understand the pressures facing so many of our customers and share in our commitment to deliver the basics of great service, well.
“We work hard to do the right thing by customers in these difficult times and are heartened that customers are noticing the difference. This is all the inspiration we need to keep at it.”
Jo Causon, CEO of The Institute of Customer Service, said: “We are seeing some customers looking to constrain their spending due to the cost-of-living crisis. However, many consumers are also thinking more about the overall customer experience.
“Congratulations to UK Power Networks on a strong showing in the UKCSI. The consumer landscape is becoming increasingly volatile as the economic environment grows more uncertain. Therefore, the challenge for all organisations is to perform consistently well across the five dimensions of customer satisfaction - from emotional connection to business ethics and customer ethos. This helps maintain high satisfaction levels, which in turn can help improve organisational performance.”