Case Study: British Gas achieves greater customer loyalty with Savanta

British Gas improves customer loyalty and reduces churn with Savanta over 10+ years

British Gas UK Business needed to understand and develop its service offering to maximize customer loyalty and brand attractiveness against competitors. The vendor, Savanta, was engaged to help track performance and understand the behavior of SME and Commercial & Industrial business customers.

Savanta implemented a comprehensive measurement of the entire customer journey, providing a clear understanding of progress and pain points. This insight was instrumental in the re-design of customer-facing processes, leading to significant and sustained improvements in British Gas's brand positioning, greater loyalty, and reduced churn.

British Gas