Customer Service Insights
INSIGHTS
Transforming customer service in Energy & Utilities
Customer service in the energy and utilities sector is under increasing pressure, with rising expectations, regulatory demands, and the need for greater operational efficiency. As suppliers strive to deliver better service while managing costs and compliance, they must also adapt to evolving customer needs, embrace digital transformation, and stay ahead of regulatory changes.
At BFY, our team brings extensive experience in customer service transformation, having worked with leading suppliers to enhance customer engagement, boost satisfaction, and drive lasting operational improvements. Our insights offer practical guidance on key questions, including:
- What are the most pressing customer service challenges in the sector, and how can they be addressed?
- How can suppliers foster a customer-centric culture through effective leadership and empowered teams?
- How will evolving regulatory standards impact customer service strategies in energy and utilities?
Insights
Customer Service
Using accountability and incentives to manage agents effectively
In part three of our Driving Agent Outcomes series, we look at what it takes to build a culture of ownership – from setting clearer expectations to using performance insight in a way that builds confidence. We share practical ways to embed higher standards and stronger accountability at scale.
Using data driven insight to enhance customer interactions
A lot of contact centres have the data, but not the leadership capability to turn it into action. In part two of our Driving Agent Outcomes series, we explore how simple, repeatable routines can help leaders use insight to drive behavioural change.
Cost of energy complaints could increase by £200m under new proposals
New government proposals to reform the energy complaints process could make it fairer and faster for customers. But without action, suppliers could also see costs rise by ~£200m. In this article, we explore how these changes could impact your bottom line, and share practical steps to stay ahead.
Transforming debt collection performance with frontline excellence
With customer debt at an all-time high and pressure on contact centres rising, upskilling agents for complex conversations is crucial to drive better outcomes, for your business and customers. In the first article of our four-part series, we share proven insights from our people transformation offering, helping one supplier to unlock £1m in cash within three months.
Ofgem Tightens Expectations on Customer Contact Ease – What Next?
From 1st August, Ofgem’s updated guidance will hold suppliers accountable for how easily customers can contact them. This blog outlines what's needed to stay compliant and improve accessibility.
Don't Wait for Tech to Transform - Start with Your Leaders
The utilities landscape is increasingly volatile. Regulatory shifts, customer churn rates hitting record highs, and the relentless march of digitalisation are reshaping how we compete. Add AI disruption to the mix, and it's clear that yesterday's leadership development toolkits simply won't suffice.
The moments your customers never forget – And why Utilities must design them
With Utilities still trailing other sectors on satisfaction, pressure to raise service standards is growing. Customer experience is a key differentiator - but real loyalty isn’t built through process alone, it’s shaped by the moments customers remember. In this article, we share a four-phase approach to embedding customer-centric culture, plus a practical method to help you design and deliver impactful CX moments across the customer journey.
The Leadership Advantage: How psychometrics drive differentiation for utility providers
Utility providers have real opportunities to differentiate through stronger, human-led service - with operational leadership a key lever. As we explore in this article, psychometric tools can be used to enhance day-to-day leadership, frontline performance, and customer outcomes.
Using customer insights to drive loyalty, efficiency, and growth in Utilities
With many suppliers running similar systems, CX is becoming a key battleground in Utilities. This article explores how turning feedback into action can improve service, reduce costs, and build loyalty.
Why aren't complaints falling faster - even with record-high satisfaction?
Ofgem’s latest data shows a drop in complaints - but the improvement is largely down to one supplier. Across the industry, managing complaints remains a challenge, even as customer satisfaction reached an all-time high earlier this year. With annual complaints costs averaging £5m-£9m, what can suppliers do next?
Video: What can you achieve with Leadership Excellence?
Immersive coaching has delivered transformational benefits at scale for our clients. In the video below, our team share their reflections on the impact of our Leadership Excellence programme, including the ‘secret sauce’ that has empowered operational leaders to unlock their true potential.
UKCSI shows Utilities must bridge customer satisfaction gap
The latest UK Customer Satisfaction Index (UKCSI) reveals a stark picture for Utilities, against a backdrop of political and regulatory pressure. While 31% of customers across all sectors are willing to pay more to receive excellent service, Utilities continues to rank lowest in customer satisfaction. With service failures now costing UK businesses £7.3bn monthly, and Utilities lagging behind in how its customers perceive it, the need for change remains difficult to ignore.
White Paper
Getting ahead of the competition in a complex Utilities sector
Ofgem’s Consumer Confidence programme has made it clear that today’s service standard aren’t acceptable. Achieving the uplift required can’t happen overnight, and the suppliers who act fastest can lead the way for the sector, while making significant cost savings and efficiencies.
Our white paper shows how this can be achieved, looking at:
- Optimising processes and communication channels, through a better understanding of customer needs and internal performance
- Leveraging technology and AI to simplify customer communication, while easing workflow and capacity
- Empowering teams to achieve leadership excellence and establish a winning servicing culture, that gets ahead of the competition
Read it in full here.
Customer Service
Meet the Team
Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
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Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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Kev Brown
Senior Manager
Kev leads continuous improvement and lean transformation projects with our clients, supporting customer operations to deliver our Leadership and People Excellence programme.
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Jon Vincent
Client Director
Jon helps clients resolve problems with billing, settlements, and customer service.
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Amber Morton
Manager
Amber partners with our clients to deliver transformation and performance improvement in collections and recoveries, service delivery and customer experience.
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Our Impact
Large energy supplier avoids ~£7.5m in complaints costs
We supported a large energy supplier with a transformation programme, looking at how they can manage their complaints inflow and address the growing backlog. The programme transformed their complaints capability and resulted in ~£7.5m in cost avoidance.
Large B2B supplier increases efficiency with operational excellence
We supported a large B2B energy supplier with operational improvements in its Pricing team, aiming to increase efficiency and reduce the time taken to produce prices for new and existing customers.
BFY helps medium sized supplier reduce complaints by 33%
Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements. A new complaint recognition process was formed and rolled out across the business, leading to a 33% reduction in complaint volumes for the following quarter.
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