Case Study: British Gas achieves 30% growth and lifts NPS to 75 with Delighted

British Gas Services reports 30% growth per year

British Gas faced a struggling home heating installation unit that was losing money and needed to become profitable. They engaged Delighted to deploy an NPS-based customer feedback program, using Delighted’s feedback/NPS platform to capture and act on customer sentiment.

Delighted implemented a rigorous process of daily NPS ratings for each installer and sales adviser across all 75 districts, driving continual improvement. As a result, NPS climbed from 45 to 75 in two years (70 by 2015), customer complaints fell by 75%, bad debts dropped more than 90%, profit margins improved significantly, and the service grew 30%.

British Gas