£10m customer service improvement

£10m customer service investment

First Utility is investing more than £10m in customer service in 2014 alone. The investment includes:

Expanding the customer service team Bringing in best practice from outside the energy sector Improving our online service Challenging the industry

Quadrupling the customer service team

Since last September, the First Utility customer service team has quadrupled as part of a continuous recruitment process.

The growth includes the creation of the Quality Assurance and Continuous Improvement team. This dedicated team monitors and reviews the First Utility service experience to mark areas which could be improved and takes the appropriate action.

It also ensures a smooth First Utility complaints process.

Bringing in best practice from other industries

We’ve recruited strong senior managers from companies with good customer service reputations in other sectors such as First Direct, TUI and Lastminute.com.

Making it easier to do everything online

The First Utility My:Account online portal and new mobile app let you take control of your account to pay bills, set direct debits, submit meter reads, switch tariff and view your usage.

Challenging antiquated industry processes

The First Utility ‘Fix the Switch’ campaign has led to improvements in the switching process - cutting the time from five weeks to just over two weeks by the end of the year.

Improvements so far

We are continuously improving and will continue to invest into offering customers a great level of service alongside our low prices.

The Which? Energy Satisfaction Survey 2013 reports that First Utility made the biggest improvement of any energy company.

To read the full details on our £10m investment, visit the Utility Room blog. To speak to a member of the new and improved First Utility customer service team, telephone us on 01926 320 700.