Certification highlights electricity network operator’s commitment to customers
Leading electricity network operator, SP Energy Networks, has become the first UK company to achieve both the BSI Kitemark™ for Service Excellence and the BSI Kitemark™ for Inclusive Service, highlighting its commitment to delivering outstanding service for its customers across Scotland, England and Wales.
The recognition from BSI marks a double first for SP Energy Networks (SPEN) as it is also one of only four companies to achieve the certification to the new Service Excellence Kitemark – awarded for the first time this year.
BSI’s Kitemark for Service Excellence ensures companies demonstrate the delivery of consistently good customer service, complaint management and outstanding customer experience. It draws on three standards: Code of practice for customer service (BS 8477); Quality management – Customer satisfaction (BS ISO 10002) and Service Excellence - Principles and model (BS ISO 23592), as well as additional Kitemark test measures.
BSI’s Kitemark for Inclusive Service is designed to ensure companies are providing an inclusive and flexible service that benefits all consumers, regardless of their personal circumstances. It focuses on protecting vulnerable consumers and demonstrating compliance to the standard, BS ISO 22458 Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service. It also aligns with the requirements of energy regulator, Ofgem.
To achieve the double Kitemark success, SPEN was assessed by expert auditors against each Kitemark standards and requirements. This was a two-part assessment, which involves a programme of ongoing surveillance to assess continuing compliance.
During the audits, BSI commended SPEN for consistently demonstrating a culture of service excellence in all customer interactions and for its clear commitment to improving outcomes for customers in vulnerable situations. BSI was particularly impressed with how customer feedback was continuously used to help improve processes, communication, and ways of working.
Kendal Morris, Customer Service Director for SP Energy Networks said: “Our customers are at the heart of everything we do and this double Kitemark success is testament to the dedication and hard work of our teams across the country.
“From the call handler and the engineer in the field to our executive leadership team, we work tirelessly across our business – day in and day out – to provide outstanding customer service that makes a difference for the communities we serve across England, Scotland and Wales and delivers a flexible and inclusive approach, ensuring all customers get the support they need.
“We take great pride in achieving both the Service Excellence and Inclusive Service Kitemarks – and being the first UK company to do so – and will continue to deliver to these high-quality standards that put our customers front and centre.”
Julie Walker, Global Scheme Manager at BSI, said: “When organisations prioritise exceeding customer expectations and put in place protections for vulnerable consumers, they are taking a positive step forwards towards creating a fairer and more equitable society. I am delighted that SP Energy Networks has become the first to achieve certification to both the BSI Kitemarks for Service Excellence and Inclusive Service.
“SP Energy Networks has shown exemplary focus on continually improving customer satisfaction and embracing digitalisation and adapting to the evolving role of AI in service delivery. Congratulations to SP Energy Networks for setting a high bar for customer service in the sector.”
For more information, visit the Kitemark page.