Northern Gas Networks (NGN), the north of England’s gas distributor, entered into five award categories including Best Customer Experience Award, Business Change / Transformation – Simplification Award, Small Contact Centre Award, Employee Engagement – Taking the Lead Award, Team – Customers at the Heart and Overall Customer Experience Award.
Despite being up against tough competition, the network operator won every category as well as scooping the ‘bonus’ award of Overall Winner.
The gas distributor was recognised for revolutionising its business to put the customer at the centre of everything it does. From transforming its connections service, to introducing rigorous complaints resolution targets, including the challenging 90 in 60, an initiative to seek to resolve 90% of customer issues in 60 minutes, judges praised NGN for its focused and relentless drive and passion to be the best when it comes to delivering exceptional customer experience.
NGN was also recognised for its approach to employee engagement, in particular the success of its inspire Academy, which offers an active programme of training and personal development and a chance for employees to learn and develop new skills and identify and contribute to resolving business challenges.
Mark Horsley, Chief Executive Officer, Northern Gas Networks said: “Providing an exceptional customer experience to both our customers and our own employees is something very important to us, so we are absolutely delighted to have won six UK Customer Experience Awards.
“Gaining these awards reinforces our passion and commitment to putting the customer at the centre of everything we do and underlines just how far NGN has come, setting the benchmark for customer service not just within the utilities sector, but across the retail industry.”