Customer Experience in Utilities: Less about Cost-Cutting, More about Customer Satisfaction

Andrew Franklin, Head of Experience Design at E.ON UK, joins Customer Management IQ to discuss the company’s greatest customer experience and service achievement, challenges along the way and top tips to overcome them.
March 7, 2013 - PRLog -- Andrew Franklin, Head of Experience Design at E.ON UK, speaks to Helen Winsor of Customer Management IQ

Customer Management IQ: I’m now joined by Andrew Franklin, Head of Experience Design at E.ON UK: First of all, Andrew, what would you say has been E.ON UK's greatest customer experience and service achievement to date?

A Franklin: I think without doubt that is our Reset programme. It's a programme that we launched in autumn 2011 and it was really all about resetting the relationship that we have with our customers. We were getting it wrong in a number of areas and so we set up the programme to focus on the needs of customers and reset our relationship by putting things right.

Customers had said to us their bills were too complicated and they were too long. So it's now two pages and it's very straightforward. Customers said that we were too quick to increase prices when the market costs increased. So we introduced a guarantee to not increase prices in 2012 and we were the only major energy supplier not to do so. Customers said our range of products was overwhelming and unclear. And so we simplified our range to just five products.

And the programme carried on with lots of further changes planned in this year. And we know we've been making a difference because at the end of last year we were voted as number one in the You Switch energy survey for customer satisfaction. Plus we came top in certain other categories too.

Customer Management IQ: And what are your three biggest challenges in your customer experience projects moving into 2013 and why?

Download the full transcript here -

Related event -

The Customer Experience Management for Utilities will be hosted from 29th-30th March 2013 in London. For more details, please visit the website:, call freephone: 0207 368 9300 or email:
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