Case Study: UK Power Networks Improves CX Scores by 36% with Mobile Commons' Rant & Rave Platform

UK Power Networks improves CX scores by 36% with Mobile Commons

UK Power Networks sought to become more customer-centric but faced the challenge of only hearing from customers during service issues like power cuts. To improve the quality and quantity of customer insight, they partnered with vendor Mobile Commons and implemented its Rant & Rave Platform.

The solution from Mobile Commons provided real-time feedback capture and a central platform for agent insights, enabling a consistent recovery loop where customers giving low scores were proactively contacted. This focus on immediate action and recovery helped UK Power Networks achieve a 36% improvement in customer experience scores, with 34,000 affected customers in one year giving perfect satisfaction scores.

UK Power Networks