Gazprom Energy

The business energy provider used a monthly survey to map and improve customer satisfaction

Gazprom Energy entered the energy retail market in 2006. Headquartered in Manchester, its UK operation specialises in supplying energy to businesses and organisations of all sizes.

Historically, customer engagement has not been a priority for energy suppliers in the UK B2B market, with price being widely assumed to dominate companies’ buying decisions.

Questioning this approach, Gazprom Energy set out to align its offer to the specific procurement demands of UK businesses, looking at much more than simply the price of the commodity it sells.

This rationale has been confirmed by data taken from interviews with 1200 customers this year. The study found that competiveness of pricing generally had much less influence on customer satisfaction than other factors like staff knowledge, communications and customer service response times.

The survey
Taking inspiration from more customer-focused sectors such as travel, the company launched a monthly survey, as part of its ‘Voice of the customer’ programme, working with research partner B2B International.