Developing a customer-centric culture.
Since 2008, Gas Networks Ireland has worked with W5 to use customer and stakeholder feedback to inform and drive a strong customer-centric strategy throughout the organisation.
The programme needs to continually evolve to reflect the changing operating environment and emerging customer needs.
The programme helps Gas Networks Ireland understand their customers’ experiences throughout their journeys, identifying strengths and weaknesses in the experience delivered by both them and their partners.
It also assesses how well the organisation delivers on its brand promise through the experience it provides. These insights inform developments intended to measurably improve the overall customer experience and its individual components, across both existing and emerging products.
Listening to customers
Mystery shopping calls, customer contact monitoring surveys, and commercial connections monitoring interviews.
Understanding stakeholders
In-depth interviews with key stakeholders, including energy shippers and suppliers.
Hearing from employees
Regular field operations and field staff monitoring surveys, alongside an annual Customer Service Representatives survey.
Developing personas
Persona development to build a deeper understanding of customer needs.
Mapping the journey
Customer Journey Mapping across the business.
Informing strategy
Ad-hoc research, advisory and consultancy services, including input to customer-related strategy development.
CSAT
Customer satisfaction
NPS
Customer advocacy
Net Ease
Ease of experience
Customer understanding. Lasting collaboration.
The GNI Customer Experience programme has received multiple awards, including the Marketing Society Award. More importantly, it delivers reliable, easy customer experiences, reflected in continuously strong measures of ease, satisfaction, and advocacy, alongside solid financial value.
As changes in the internal and external environment have prompted the need for further understanding or change, the programme has responded with research, advice, and consultancy across the business.
Through this long-standing partnership, W5 has developed a deep understanding of Gas Networks Ireland’s operating environment, its nuances and challenges, and strong working relationships across the business and with its many 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.
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