Member Article

Northern Gas Networks scoops seventh national customer award

The north of England’s gas distributer, Northern Gas Networks (NGN), has been awarded the Customer Focus Award at the National Business Awards 2014.

This follows hot on the heels of the organisation scooping six gold awards at the UK Customer Experience Awards in October, illustrating that for NGN the customer is indeed king.

The annual National Business Awards ceremony celebrates organisations that demonstrate the link between customer service and good business practices. Mark Horsley, Chief Executive Officer, Northern Gas Networks said of the award win: “Providing an exceptional customer service is something that is very important to us. Over the last few years we’ve been working hard to transform our business into a genuinely customer focused operation. These successes are a direct result of the hard work our employees and colleagues have put into this transformation and we are incredibly proud to win this award.

“We were up against some tough competition including Samsung Electronics, Arriva, Churchill and Transport for London. ITV and Ikea were other winners on the evening and winning demonstrates that not only is the approach working, but that Northern Gas Networks is setting the pace for customer service, not just in the utility sector, but outside of our industry too.”

The National Business Awards judges said: “Transforming average service into great customer service takes a brilliant team, a smart strategy and impressive implementation. Northern Gas Networks excelled every step of the way and as a direct result leaped to the top of the league tables whilst delivering sustainable tangible business benefits, excellent customer experiences and terrific staff engagement.”

Last week the company was shortlisted for seven awards at the Institute of Customer Service’s UK Customer Satisfaction Awards including the Inmoment Customer Commitment Award and the Customer Satisfaction Innovation of the Year Award, where it will be competing against tough competition including leading brands such as Direct Line Group, BMW and Marks and Spencer. The winners will be announced in March.

NGN operates in nine areas including Leeds where it employs over 500 people from its depot in the city centre as well as offices at Thorpe Park Business Park and Temple Point.

Paul Sadler who is an Emergency Officer working for NGN’s Emergency & Repair team in Leeds said of the awards: “It gives me a real sense of pride to work for an organisation that has won seven awards, all of which relate to customer service. We pride ourselves on our excellent customer service in Leeds and it’s fantastic to be recognised for this on a national level.”

Nationally, NGN delivers gas to 2.7 million homes and businesses across the North of England and provides the region’s rapid response service for customers who smell gas at home or work.

Photograph of Claire Foster, Connections Design Manager at NGN collecting the award.

This was posted in Bdaily's Members' News section by Active Profile .