23rd Sep 2015
This award recognises any organisation that prides itself on the excellence of its customer service. Enterants needed to present an overview of how quality service was identified and how it was delivered within the organisation. Evidence of statistical support from customer satisfaction surveys and/or customer endorsements was sought after.Northern Gas Networks not only received a high score in the UK Customer Satisfaction Index, but also actively encourages other utilities to learn from its example with a view to improving the quality of service across the whole Utility sector. The Institute was impressed by the way the organisation has transformed its customer service strategy with strong leadership, determined goals and an effective employee engagement strategy.