Northern Gas Networks have made some huge improvements in services and performance, which have had a positive effect from the customers’ perspective, as well as regulatory measurements. This has resulted in improvements in their customer satisfaction ratings. However they wanted to take this to the next level, by really stepping into the Customers Shoes and understanding how they could design better experiences across the various journey’s through the touch-points a customers has with NGN. Their Vision “to be the Best UK business for Customer Experience, in the eyes of their Customers”.
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