Developing a customer-centric culture.
Gas Networks Ireland has worked with W5 since 2008, using customer and stakeholder feedback to inform and drive a strong customer-centric strategy across the organisation.
The programme is constantly evolving to reflect the changing operating environment and emerging customer needs. It brings together feedback from external and internal customers, alongside stakeholders, to understand the experience across the customer journey.
Our objectives are to assess Gas Networks Ireland’s brand values in action, understand the strengths and weaknesses of the experiences delivered by both them and their partners, to drive measurable improvements across existing and emerging products.
CSAT
Customer satisfaction
NPS
Customer advocacy
Net Ease
Ease of experience
“W5 has helped us develop a customer-centric culture that is delivering significant benefits in terms of customer satisfaction, employee engagement and overall business performance. It has helped us put customer feedback at the heart of our improvement processes so that we are more able to exceed expectations.”
Listening to customers
Mystery shopping calls and customer contact monitoring surveys.
Understanding stakeholders
Commercial connections interviews and in-depth interviews with energy shippers and suppliers.
Hearing from employees
Field operations and field staff monitoring, alongside the annual Customer Service Representatives survey.
Developing personas
Persona development to build understanding of customer needs.
Mapping the journey
Customer Journey Mapping across the business.
Informing strategy
Ad-hoc research, advisory and consultancy support, including customer-related strategy development.
Customer understanding. Lasting collaboration.
The GNI Customer Experience programme has enjoyed multiple awards, including the Marketing Society Award. More importantly, it delivers reliable, easy customer experiences, reflected in continuously strong customer-centric metrics: ease, satisfaction and advocacy, alongside solid financial value.
Through the programme, W5 has developed a deep understanding of GNI’s internal and external operating environment, its nuances and challenges, and solid working relationships across the business and many of its external stakeholders.
A strategic partnership built over many collaborative and successful years.
About W5
W5 is a customer experience consultancy helping organisations bring their brands to life through customer experience design, delivery, and measurement. We combine research, insight, and practical advice to help organisations understand their customers and improve the experiences they deliver.
Let's talk customer experience.
Have a customer experience challenge in mind? Let’s discuss how we can help.