Sussex electricity company listed among best for customer service
An electricity company has been listed among the best performers for customer service in the UK for the third time running.
UK Power Networks, which delivers electricity supplies to 8.4 million homes and businesses across London, the East and South East and has its HQ in Three Bridges, came third in the Institute of Customer Service’s survey, despite an overall decline in customer satisfaction in the utility sector.
The company, which has offices and depots across Sussex, was included alongside household names including John Lewis, M&S food and retail, Next and Amazon.
Ian Cameron, director of customer service and innovation at UK Power Networks, 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.
“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.”
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.
Jo Causon, chief executive 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.
“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 organisational performance.”