2022
A wakeup call on consumer satisfaction saw Contact Energy develop a Voice of the Customer programme piloting new AI technology to improve their experience with the company. Customer satisfaction metrics skyrocketed, including a net promoter score of 40, up from 14 two years earlier, and a 12 per cent increase in the number of customers satisfied with the company.
The company also helped 1000 New Zealand families with new-borns through its Fourth Trimester offer, became the country’s fastest-growing broadband provider, and launched its ‘Good Nights’ plan – rewarding customers who shift energy usage during peak times with free electricity when it’s more likely to be renewable.