British Gas invests £50m in customer service – is it enough?

The big six energy firms are renowned for their poor customer service with British Gas no exception – they were ranked by Which? as one of the worst companies in the UK for their treatment of customers.

This week, British Gas has announced they will invest £50 million within the next three years to improve service to customers.

This new investment will create more than 350 customer service jobs, with money spent on training and new systems to reduce call waiting times, give better information and make it easier for customers to use their website.

But is this enough?

The big six have continued to lose market share to new entrants in the market and with customers more informed and aware than ever before about their ability to switch suppliers – is British Gas doing enough to make customers happy and retain market share?

Ian Conn, chief executive of Centrica plc, British Gas' parent company, stated: “Customers are at the heart of British Gas and we are committed to responding to their needs. Customers tell us they want excellent service when they deal with their energy supplier. We’re making a substantial and long-term commitment today, which will help us achieve that goal.”

To truly transform the customer experience, companies must continue to listen to their customers and discover what they really want in order to drive action that benefits both the customer experience and the bottom line.

SynGro Eye can help

SynGro Eye is the next generation customer experience reporting platform, bringing all customer data together for a complete, singular customer view – revealing actionable customer intelligence and empowering every employee to take the right action for the customer, and the business.

Download the SynGro Eye reporting brochure and discover how you can take your customer experience programme to the next level.

Written by Lyndsey Gardner on 28 April 2015 at 10:00
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