First Utility, the UK’s leading independent energy supplier, has scooped a prestigious Customer Service of the Year award for always channelling its energy into first class customer service – the first time a utility company has been recognised in the awards.
First Utility’s mission is to champion the consumer by offering lower prices and a more engaging experience through better service, and the insights and control to help users reduce energy waste. It scored very highly in all Customer Service of the Year testing areas, including telephone, online and social media interactions, with the professionalism and knowledge of its agents called out as particular highlights. Its UK-based contact centre and innovative online services such as Facebook Messenger and Live Chat contributed to the award-winning score.
The awards compare like-for-like within industry categories, recognising organisations that deliver outstanding customer service and that have implemented successful customer experience strategies. The research to find the winners was conducted by TNS UK, the world’s largest customer research agency, which analysed the results of mystery shoppers conducted by telephone, online, face-to-face and social media.
Mike Nolan, CEO of Customer Service of the Year, said: “In an age where bad customer service can be shared online and reach thousands of consumers within seconds, businesses cannot afford to offer bad customer experiences. However, many companies do not make the grade and this year only two companies achieved the minimum pass mark of 75% needed to be considered for an award.
“First Utility puts is customers at the heart of its business and it aims to be a market leader in quality and customer satisfaction – something that the mystery shoppers experienced first-hand.”
Ed Kamm, Chief Customer Officer, First Utility said: “We are immensely honoured to be recognised as the best for customer service following such stringent and representative testing. Alongside low-prices, great customer service is a key priority for us so we are proud to be recognised for the efforts we have made in putting the customer front and centre of our business.”
Customer Service of the Year is an international concept that has been running in France for 10 years, Spain for four years, the UK for three and was launched in Germany and Italy this year.
Online private sales website Vente-privee also won a Customer Service of the Year Award, the third time it has scooped the accolade.