Key findings within ENR

Overview

While many companies have been investing in new products and services to improve customer experience, their efforts have been hindered both by the macro environment as well as the constant pressure to reduce costs, driven by stiff competition and regulatory pressure. However, Octopus Energy and Northumbrian Water (NWL) buck these general trends. In the energy sector, Octopus Energy has managed to improve its position by 17 places, while Northumbrian Water has risen 73 places and re-entered the top 100.

ESG

Octopus believes that people will want to work for, buy from and invest in “good” companies. Northumbrian Water similarly is totally committed to its ESG agenda. Not only focusing on how it can improve the environment, but also measuring its social impact to ensure it is making a significant difference to those that need it most

Technology

Octopus’ early investment in their market leading technology, “Kraken,” provides an easy life for customers and ensures that staff are equipped to deal with any queries that arise. On the other hand, Northumbrian Water boasts easy online registration and self-service functionality

Energy providers are having to ensure they help customers make the most of their money and educate them as to how they can take actions to reduce their energy spend. At the same time, there is ongoing pressure to reduce cost to serve, while increasing employee and customer satisfaction.”

Sidd Venkatesan, Partner, Customer & Digital Consulting – Energy & Natural Resources