UK Power Networks

Improving customer service to over 18 million customers across the UK

We are helping drive up customer satisfaction scores across UK Power Networks three regions covering 18 million customers in London, East Anglia and the South East. Higher customer feedback scores mean more money from the industry regulator Ofgem, so it made sound business sense to keep customer’s happy.

Getting an electricity connection is a complicated business with many different parties involved, so a key challenge for our expert team of copywriters was to educate the customer about the process in a friendly and reassuring way. After a thorough review of the whole customer journey we re-created every single communication from emails to application forms and even the contact centre agent’s scripts.

We simplified the documentation for UK Power Networks connections customers, making it easier to do business and improve customer satisfaction scores at the same time. Our initial review of their processes identified 13 separate documents on their website for getting a new connection.

The solution from our design team was to combine the content from all the different documents into a single guide: Your Guide to Getting Connected. Overnight it reduced multiple customer email attachments to just one. And the design of the guide signposted the reader so they could get to what they needed to fast and skip anything that wasn’t relevant.

With all the hard work put in, things are now paying off and UKPN connection services are now number 1 in the UK for customer service

Pursuit helped:

Improve regulators broad measure of customer service

Improve written emails and letters from employees to customers

Support managers to monitor and improve quality

Improve difference in impression, tone, understanding and quality of correspondence across departments

Complete redesign of customer PDFs ensuring consistency of brand and message with increased PDF interactivity.

Pursuit also improved submissions and award entries, resulting in us winning awards and improving the regulators perception of UK Power Networks.

When the department was going through a period of transition, Pursuit were key in helping us develop our customer journey, working closely with us to gain an understanding of our business, our needs, and using their skills and knowledge to guide us through this period of change. With their support, and a lot of hard work, the department is now leading the way in the UK for customer service in our industry, across the whole of the UK

Neil Davidson, Connection Services Manager, UK Power Networks