What does CX success look like in 2022?

In this, our 13th annual report on the UK customer, we focus on: Customer excellence – who are those organisations leading in the field this year? Purpose and value – how are businesses using purpose to create, preserve and prevent the erosion of value? Balancing value with price – to grow, brands must provide customers with more value than ever before, requiring a deep commitment to a higher purpose

Value and values

This year’s report highlights how the leading companies have demonstrated they serve a common good through low cost, purpose-driven experiences that fuse values and value.

Purpose

How are businesses using purpose to create, preserve and prevent the erosion of value, through deep insights about their customer?

Experience

How are the leading organisations bringing this to life every day to deliver customer experience excellence?

Value

How are businesses balancing the value of purposeful experiences with price and cost of living pressures?

When it comes to value, values matter"

Tim Knight, Partner, UK Head of Customer & Operations

Energy and Natural Resources Overview

Insights from our 2022 Report

The energy sector has been at the centre of the cost of living crisis. Soaring energy bills have lead to significant government intervention to protect energy consumers ahead of the winter. Whilst profits have undoubtedly increased for oil and gas companies, margins remain very tight in energy retail. Indeed, we have seen over 30 retail companies exit the market over the past year, unable to make sustainable profits.

Customer Experience

Energy companies have made more effort to personalise customer service, offering a clear sense of the client’s brand values, including environmental issues and sustainability.

Purpose

Environmental and social commitments are much more than just words. For companies like Octopus, it is the 100% commitment to renewable energy; for Northumbrian it is a fight against water poverty.

Value

Energy supplies like NWL and Octopus focus on helping their customers make the most of their money and provide assistance when needed.

Economics

Energy companies find themselves at the centre of the debate about ‘excess’ profits and windfall taxes.

Insights from 2022 UK CEE Report

Top 10 brands

This year we see that value, as the fusion between price, experience and purpose, is made real by each of our top 10.

Pharmacy2U

A new kind of pharmacy experience

Its purpose embodies how it delivers value: “a convenient service that is confidential, safe and secure and offers low prices for genuine UK medicines.” It is targeted at a clear group of customers who require repeat monthly prescriptions. They describe themselves as a pharmacy where clinical excellence and patient care meets unique technology.

#01

first direct

Pioneering amazing service

As the original challenger bank, first direct has challenged the challengers through a focus on the “financial wellness” of its customers.

#02

QVC UK

Quality, value and convenience

QVC brings this to life through its special value item and maintaining an organisation that is intimately close to its customers and has a culture of empathy and understands changing needs of its customers.

#03

Lush

It’s what you do that counts

In a world where ESG has become a vital focus for the C-suite, Lush has always been considerably ahead of the game. Its ethical focus is across all aspects of the business and technology.

#04

Lakeland

Extraordinary products delivered with devotion and flair

Lakeland is famed for its friendly and helpful staff, quality of its products and the inspirational store environment. Committed to providing excellent value for money it backs up this promise with a three year “no quibble” returns guarantee.