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First Utility adds Netmums accreditation and Institute of Customer Service ‘ServiceMark’ to its growing collection of customer service accolades


17 February 2017 – First Utility, the largest challenger to the Big Six energy providers, has become the only Netmums-accredited energy company for customer service and value in 2017 and has also achieved the prestigious ServiceMark recognition from The Institute of Customer Service. These accolades complement its Customer Service of the Year award and its Good Housekeeping Reader Recommended status for service and value.

Netmums, the UK’s largest parenting website, presented First Utility with its accreditation after a six-week long survey that saw eight out of ten of its members say they would recommend First Utility to friends or family.

Hayley Granston, Head of Sales, Netmums said: “First Utility performed very well on our user survey, with 80% of Netmums who use First Utility as their energy supplier saying they would recommend it to a friend. Netmums would like to congratulate First Utility on their accreditation, recognising them as an energy company that’s enabling families to make informed decisions about their energy costs.”

January also saw First Utility receive the prestigious ServiceMark award from The Institute of Customer Service for its customer operations. To gain this accolade, the company underwent a three-day assessment as well as several months of customer and employee surveys.

Jo Causon, Chief Executive, The Institute of Customer Service said: “We are delighted that First Utility is part of a growing band of organisations who understand that providing superior customer service can positively affect the bottom line. Achieving ServiceMark is a sign that First Utility is putting customer service at the centre of its strategy and is determined to constantly evolve plans for service improvement.”

Both these awards add to First Utility’s existing customer service accolades – Customer Service of The Year 2016/17 and Good Housekeeping Reader Recommended for Service and Value 2016/17.

Phil Gripton, Chief Operating Officer, First Utility said: “We are immensely pleased to have received recognition from our customers. It proves that putting the customer first and offering fair pricing is something customers have been crying out for. We’d like to thank our staff and customers for their feedback and we hope our accolades communicate our ongoing commitment to deliver outstanding service and value to our customers.”

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