“Since Fulcrum was first assessed in 2010, the company has been through a great deal of internal change including new ownership, re-organisation and re-location so a dip in performance might have been expected – but the opposite is true. Fulcrum passed 30 key customer performance measures with flying colours,” said Customer First UK spokesman Vicky O’Connor.
Fulcrum, formerly part of National Grid, now retains its listing alongside 300 other organisations that have undergone Putting The Customer First assessment since it was founded in 2004, including The Prince’s Trust, Skipton Building Society and The London School of Economics.
“Fulcrum was the first utilities connection specialist to achieve the National Standard for Customer Service and we are delighted to have retained our listing,” said Fulcrum Sales and Marketing Director Richard Atkinson. “But we’re not complacent and we’re now pushing for even higher performance levels in terms of customer satisfaction.
“We know we can do even better and much of the recent focus of the business has been on preparing internal systems and investing in new technology so that we can provide customers with a truly excellent experience every time they use our business.
“Some of those changes, such as the ability to request a quote through our website and take advantage of multi-utility connection services, are already in place. We expect customer satisfaction levels to rise higher still as efforts to reframe all our services around making life easier for clients slot into place over coming months.”