Centrica logo in white.

A Customer Experience transformation to challenge the challengers.

Infographic showcasing three smart home devices with diagrams and descriptions, labeled 1, 2, and 3, on a display screen.
Person holding a thermostat in front of a mirror, reflecting a blurred man standing in a room with a white door.
Smartphone screen displaying a navigation app with a route map, estimated 4-minute travel time, and a message indicating a senior engineer named James Lynn will arrive soon.
Customer journey map titled 'Being Made Aware' with text discussing a first engineer visit, noticing to book ASV, and insights about boiler service, including quotes about inspection and communication practices.
A series of mobile phone screens showing an energy management app with graphs, tariff selections, and user notifications.
Diagram with four layers labeled 'Attractive Qualities,' 'Competitive Qualities,' 'Must-be Qualities,' and 'Reverse Quality' on a blue background.
Person adjusting a water heater or boiler in a closet or utility room, with pipes and valves visible underneath.
A diagram illustrating a customer journey process with three phases: Analysis, Journey Design, and Journey Implementation, including a series of connected nodes and tools listed below.

  • Customer Experience Mapping

  • Customer Research

  • Staff Shadowing

  • Visual Design

  • Org Design

  • Team Training

  • C-Suite Engagement

SERVICES

RESULTS

60pt

NPS improvement

The challenge

The energy sector has been disrupted. Market entrants have put Customer Experience at the heart of their proposition and Centrica Group were losing customers in record amounts to their new competitors.

What we did

A detailed analysis of 12 end-to-end customer journeys across all four of Centrica’s companies. This included call centre visits, intensive stakeholder engagement and over 80 research participants.

The results

A unified way of working within Customer Experience was rolled out across Centrica, but most energy was spent within British Gas. Here we developed a digital-first sub-brand before migrating all customers to this new experience. Since then, British Gas has seen a 60pt NPS increase, the largest increase of any FTSE100 company.

More work

Reimagining of a digital experience fit for 5m customers.

Customer-first digital transformation for Vietnamese SMEs.

Let’s talk