Energy supplier achieves 42% reduction in poor customer scores
A major energy supplier achieved a 42% drop in poor scores by optimizing CX and operations through a structured performance management approach.
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
Outcomes
The partnership delivered measurable financial, operational, and customer engagement results:
42% reduction
in the bottom quartile customer happiness (CHI) scores
CHI exceeding
80% target
Replicating the approach in South Africa
increased CHI from 52% to 69%
Month-on-month reduction in repeat demand
from 23% to 20.4%
