The North of England’s gas distributor, Northern Gas Networks (NGN), which delivers gas to 2.7 million homes and businesses in the North East, Northern Cumbria and much of Yorkshire, today announced it has partnered with customer engagement specialists Rant & Rave to capture real-time feedback from its customers in a bid to improve customer satisfaction.
From later this month, customers who have had gas pipes replaced as part of NGN’s £90 million a year gas mains replacement project to ensure the continued safe and reliable supply of gas, will be invited to share their thoughts on the service they receive. Collected via text message the comments will be used to help identify behaviours and trends that are affecting customer satisfaction.
Rant & Rave’s technology will understand every comment instantly and present the results back to NGN so they can take action to improve the customer experience. Opportunities for process improvements will be highlighted, outstanding customer service recognised and training needs addressed.
The partnership is driven by the award winning company’s aspiration to hear from a larger proportion of their customer demographic and to build a deeper understanding of how they feel about the brand.
Mark Horsley, Chief Executive Officer for Northern Gas Networks said “Nothing is more powerful than listening to our customers’ feedback. Being able to access this feedback in real time will help us understand what we can do better, what we’re already doing well and the changes that we can make that will have the most impact. Rant & Rave will help to drive our customer experience strategy as we continue to put people and the voice of our customers at the heart of everything we do.”
Dennis Fois, CEO for Rant & Rave, said: “We’re delighted to welcome Northern Gas Networks to the Raveolution and look forward to helping them achieve their admirable customer experience aspirations.”