British Gas win UK Customer Experience Award following four-to-one return on investment


October 25, 2016

British Gas, alongside Voice of the Customer partners Maru/edr, have taken home the top prize at this year’s UK Customer Experience Awards for their clear return on investment and improved customer experience.

British Gas and Maru/edr were awarded the 2016 ‘Return on Customer Experience’ award following a four-to-one return on investment in just three years. Judges commended the supplier’s ability to act on clear customer insight that’s in turn putting customers at the heart of delivering a smooth-running customer experience.

By identifying clear areas for improvement – such as direct debit communication and annual boiler services – and creating comprehensive plans to tackle pain points, British Gas have already identified a multi-million pound cost-to-serve saving.

British Gas’ Maru/edr customer journey program was implemented into the business back in 2013 following an extensive design process that mapped each end-to-end experience from the customers perspective A complex program measuring the complete customer life cycle covering twenty-eight customer journey’s, British Gas are using results to identify clear areas for improvement and discovering clear cost-to-serve benefits along the way, allowing the supplier to do what is right for customers and what is right for their business.

Paul Lodwidge, Insight Manager at British Gas, commented, “I am absolutely delighted for the team to win this award. Over the past couple of years there has been a tremendous amount of effort from many people and teams across British Gas to launch our program to enable us to deliver lots of great actionable insight. Ultimately, this has helped us improve the experience for our customers – and this is our number one priority”

British Gas and Maru/edr beat stiff competition from BT, EDF Energy, Standard Life, Unibet and Age Partnership to claim the converted award.

Anna Ritchie, Research Director at Maru/edr, explains, “This award is recognition of the fact that a better customer experience makes real commercial sense. British Gas took the step to introduce a program and the investment is now clearly paying off – the changes they’ve implemented and improvements made have already seen an impressive 4:1 return on investment, with further developments planned following a continuous cycle of feedback”.