North of England gas distributor Northern Gas Networks overcame stiff competition to scoop a fistful of awards in the UK Customer Experience Awards.
The business is now taking the trophies on a tour of the network – including celebrating at its Heckmondwike depot where NGN’s team has responsibilities including carrying out essential gas mains replacement work and providing the emergency response to gas escapes in the town.
NGN entered several award categories, including Best Customer Experience, the 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 from major names – including Nationwide, Balfour Beatty, Graze, Royal Bank of Scotland and LV= – the network operator won every category it entered as well as scooping the “bonus” award.
NGN 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 initiative to seek to resolve 90% of customer issues in 60 minutes.
Judges praised NGN for its “focused and relentless” drive 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.
Neil Armstrong, NGN customer operations area manager for Pennines, said: “We are delighted to have won six UK Customer Experience Awards and everyone working in the Pennines area can be extremely proud of what they’ve done to help make this happen.”
