Energy supplier achieves 42% reduction in poor customer scores

Overview

A leading energy supplier operating across multiple markets was experiencing inconsistent customer satisfaction scores and facing challenges with operational performance variability. The company, known for its commitment to customer service excellence, recognized the need for a more systematic approach to performance management and customer experience optimization to maintain its competitive edge in the energy sector.

Challenges

• There was a high variance in customer happiness scores, and repeat demand was a persistent issue
• These challenges required targeted interventions to enhance performance and customer satisfaction

How We Made It Happen

Operational Coaches

• We introduced a team of 12 operational coaches who worked closely with Energy Specialists on a one-to-one basis, providing personalised coaching and sharing best practices

Root Cause Analysis

• Our analytical team conducted thorough root cause analysis across end-to-end operational processes, identifying key focus areas and actionable insights

Evangelical Best Practice

• We performed variance analysis to identify and reduce outliers, sharing best practices from top-performing quartiles to foster a high-performing culture