17 June 2021

We are delighted to announce that Xoserve and Correla have been jointly shortlisted as finalists in not just one, but four categories at this year’s Institute of Customer Service (ICS) UK Customer Satisfaction Awards. Our nominations cover activities that occurred before Xoserve and Correla became two separate organisations and is a testament to the talent that sits across both companies, alongside our combined passion to deliver an excellent experience for our customers.

We are in contention for:

  • Best Customer Satisfaction Strategy Award – for organisations that have developed a strategy that has measurably improved their customer satisfaction rating. In March we shared that we had received our highest ever customer satisfaction score. This came from a shift in our approach to go back to basics and lay solid foundations from which we can build, as part of our journey to become a truly world-class service provider.

  • Customer Feedback Strategy Award – for organisations with a customer feedback strategy that has led to an improvement in customer satisfaction and performance. We know the value of customer feedback is limitless. This is why we conducted a company-wide review of our insight and engagement processes and established a centrally coordinated approach that brings together all customer feedback into a single location, to then be analysed and converted into tangible improvement actions.

  • Customer Service Changemaker Award – for individuals who have had a demonstrable impact on the customer service offering of an organisation. Alison Jennings holds a wealth of knowledge and experience of being at the forefront of our customer initiatives, gained during her years working for Xoserve and honed further now, from working on behalf of Xoserve as Correla’s Head of Customer Experience. Alison leads our Customer Care and Customer Advocate teams, who work closely together to ensure that our customers not only have a familiar contact, but also a voice within Xoserve.

  • Customer Service Strategic Leadership Award – for individuals who demonstrate exceptional leadership and vision in the field of customer strategy, serving as an inspiration to others. Our nominee is Correla’s very own Chief Customer Officer (CCO) Andy Szabo, who works on behalf of Xoserve to ensure that customer centricity always remains our top priority. During his tenure, Andy has spearheaded the Customer Experience Transformation Programme, which targets key pain points to deliver clear customer benefits. Through his regular Covid-19 customer updates, he has also been a major focal point during an unprecedented time in the gas industry, as we continue to support our customers through the coronavirus pandemic.

If you’d like to know more about any of the initiatives mentioned above, or for more information on how we work closely with the Institute of Customer Service (ICS) to measure and benchmark our performance, please speak to your Customer Advocate.

This year’s UK Customer Satisfaction Awards will be held at London Hilton, Park Lane on Tuesday 19th October 2021.

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