Wednesday December 14 2016
Northern Powergrid Signals Continuing Commitment To Improving Customer Service
- Filed Under:
- News Release
- Northern Powergrid
Northern Powergrid has signalled its commitment to continually improving the service it provides to its customers.
The company, which is responsible for the network which delivers electricity to 3.9 million homes and business across the region, has celebrated five years as an Institute of Customer Service member and pledged another five with the body which works to help organisations improve their customers’ experience through industry-leading best practice.
Neil Applebee, Northern Powergrid’s Head of Shared Services with responsibility for customer service, said: “We want to ensure that when we talk with our customers, we make every contact count and ensure they receive a personal service that meets their needs. This could be helping to get a new electricity connection or supporting them if they have a power cut.
“Being a member of The Institute of Customer Service helps us keep abreast of best practice, both in and outside of our industry. Being able to access the training, resources and support the Institute can offer will help us continue our journey as we strive to deliver a better service for our customers making every contact count.”
The electricity distributor has already made significant progress in improving customer service introducing a training and guidance structure to support employees to deliver a 10 out of 10 service for customers, improving online services and expanding the use of proactive texts to keep customers informed during a power cut.
The company recently launched its new-look website homepage to improve customers’ online journey and has introduced browsealoud to the site to support those with literacy or visual impairments who want to go online for information and support. The company has also recently published its annual report which shows its progress on delivering improvements for customers as part of its eight year business plan.