Insite Energy scoops two CXA service excellence awards


28 October 2021

Heat network metering and billing specialist Insite Energy has won two awards at the coveted UK Customer Experience Awards (CXA) 2021.

The company was recognised with the top Gold award for its outstanding service in the prize categories: 'Contact Centre – Small' and 'Customer Experience for SMEs'. 

Since 2019, Insite Energy has dramatically transformed the quality of the customer service it provides, becoming the best performing heat network metering and billing company in the UK. Notably, Insite catapulted to the top-performer spot on Trustpilot, with an 'Excellent' rating of 4.7 stars, up from just 1.4 stars in 2018.

Insite's customer experience strategy included opening a brand-new contact centre in Peterborough, creating a new customer-focused website complete with a live webchat service, and investing in state-of-the-art back-office IT systems. 

Insite's group operations director, Gareth Copland, said: "We are blown away by winning the high-profile national accolade that is the UK Customer Experience Awards, not once but twice. The data was already showing a high score within the energy and utilities industry, and the CXA awards process has now put that in the context of all industry sectors.

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"The fact that a heat network service provider is acknowledged to practice the same level of customer excellence as big consumer brands in telecoms, property management, motoring services, healthcare and logistics is good news for our rapidly growing industry where consumer protection continues to be a concern of government and consumer groups because heat network users are not able to switch providers."   

Performance highlights presented to the CXA judges included results from Insite Energy's contact centre. Average call waiting times dropped from nine minutes in 2018 to just 53 seconds in 2020, with complaints falling to less than 1 per cent of the customer base. In addition, 86 per cent of email enquiries are resolved within 24 hours, compared to just 32 per cent in 2018.

The introduction of a self-service portal has seen 40 per cent of resident move-in/out notifications carried out via webforms. Sixty per cent of welcome brochures are issued electronically, and 15 per cent of customers have opted for e-billing. In addition, by developing information and system alerts to housing-scheme-specific microsites, there was a 55% drop in customer queries through calls and emails, from 103,623 in 2018 to 46,250 in 2020. 

Furthermore, not a single helpdesk employee left Insite Energy in 2020, contrasting with a 2018 employee churn rate of 167 per cent.