Case Study: E.ON Next improves customer experience and app ratings with Chattermill

E.ON Next boosts NPS by 144% with Chattermill

E.ON Next, a major UK energy supplier, faced the challenge of managing complex and siloed customer journeys as it grew rapidly. Different teams owned separate touchpoints, preventing a unified customer experience strategy. To compete on customer experience rather than technology, the company partnered with Chattermill and embarked on its Experience-Led Growth (XLG) Acceleration Program.

Chattermill implemented its XLG maturity model to assess E.ON Next's customer experience capabilities and identify gaps. The solution included comprehensive customer journey mapping and monthly insight deep dives to prioritize feedback. This process removed internal silos and created a single, trusted source of customer insight. As a result, E.ON Next achieved a 144% increase in NPS for its billing services and saw its app store rating jump from 1.1 to 4.8, making it the joint highest-rated energy app on the market.

E.ON Next