about ESB Networks
ESB Networks is the licensed operator of the electricity distribution system in the Republic of Ireland. They are responsible for building, operating, maintaining and developing the electricity network and serving all electricity customers across the country. They ensure that electricity reaches 2.3 million domestic and commercial customers safely and efficiently.
1. The challenge
In 2019, W5 undertook a multi-part project for ESB Networks, together with our group company Genesis, supporting ESB Networks to step-change their CX transformation.
2. How W5 helped to roll out an effective VoC programme
We prepared a meta analysis of what was already known about CX performance in the organisation to establish a benchmark on which to build. We worked with the senior management team to articulate their ambition for CX, completed comprehensive journey mapping across multiple persons and identified opportunities to improve the overall customer experience.
During this process, we identified and prioritised over 100 initiatives across three priority workstreams, going on to support the work of senior personnel in implementing key workstreams, measuring impact against clear targets.
We provided consultancy support to steer the project and overcome key challenges, identifying and supporting organisational interdependencies and opportunities to co-create with other task forces in the organisation.
3. Results
ESB Networks has a clear view of customer experience drivers and opportunities thanks to our CX training and have already realised efficiency and effectiveness improvements across key tools and processes. The roll-out of the many initiatives will continue in support of the overall CX transformation.
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Clients we've helped
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We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
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We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
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Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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