The gas distributor, which supplies gas to 2.7m homes and businesses in the North East and parts of Cumbria and Yorkshire, has partnered with Rant & Rave in a bid to capture real-time customer feedback and improve overall customer satisfaction.
Starting this month, customers who have had gas pipes replaced as part of NGN’s £90m a year gas mains replacement project will be invited to share their thoughts on the service they receive.
The data will be collected via text message; Rant & Rave’s technology will understand every comment instantly and present the results back to NGN so they can take action to improve the customer experience.
The comments will be used to help identify behaviours and trends that are affecting customer satisfaction, then opportunities for process improvements will be highlighted, outstanding customer service recognised and training needs addressed.
The partnership is driven by the NGN’s aspiration to hear from a larger proportion of their customer demographic and to build a deeper understanding of how they feel about the brand.
Mark Horsley, CEO of Northern Gas Networks said:“Nothing is more powerful than listening to our customers’ feedback. Being able to access this feedback in real time will help us understand what we can do better, what we’re already doing well and the changes that we can make that will have the most impact.
"Rant & Rave will help to drive our customer experience strategy as we continue to put people and the voice of our customers at the heart of everything we do.”