Measuring Success: Top Workplace for Exceptional Customer Experience

Welcome, Net Zero News readers! Today, we delve into a remarkable story from the heart of the energy sector, where employee satisfaction and exceptional customer service intertwine to create a thriving business. National Gas Metering, a leading provider of gas meter services, gas connections, and hydrogen solutions in Great Britain, has recently earned a prestigious accolade by being ranked 46th among the top 50 best places to work in the UK. This recognition not only highlights their outstanding workplace culture but also underscores the crucial link between happy employees and happy customers.

With a portfolio that boasts the management of over 5 million gas assets, National Gas Metering is not just a powerhouse in operations but also a beacon of award-winning customer service. Their successful business model showcases how prioritising employee wellbeing can lead to enhanced customer experiences, ultimately driving business success. Let’s explore how National Gas Metering has achieved this harmonious balance and what it means for the future of customer service in the energy sector.

Why Happy Employees Create Happy Customers

Customer service is often the first point of contact for any business, and the attitude, motivation, and wellbeing of employees are critical in shaping these interactions. When employees feel valued and supported, their positivity radiates outward, creating a ripple effect that enhances customer experiences. Here’s how an employee-first approach translates directly into superior customer service:

Flexible Working Fuels Productivity and Engagement

One of the cornerstones of employee satisfaction at National Gas Metering is their commitment to flexible working arrangements. By offering options such as remote work, employees can achieve a better work-life balance. This flexibility not only reduces stress but also significantly increases job satisfaction. When employees feel they have control over their schedules, they are more engaged and motivated, ready to provide outstanding service to customers. Productivity is fuelled by a workforce that feels empowered to bring their best selves to work each day.

Great Pay and Benefits Drive Motivation

At National Gas Metering, competitive salaries and robust benefits packages are integral to attracting and retaining top talent. When employees feel financially secure and valued, their motivation levels soar. They are more likely to engage enthusiastically in their roles, which is palpable to customers. Authenticity in service delivery fosters trust and loyalty, as customers can sense when employees genuinely care about their needs.

Good Leadership Sets the Standard

Strong leadership is the bedrock of any thriving organisation, and National Gas Metering exemplifies this principle. Their leaders set clear expectations, provide the necessary support, and inspire teams to excel. When employees feel heard, respected, and guided by effective leadership, they are more inclined to reflect those positive interactions in their dealings with customers. This ensures that every customer touchpoint is handled with professionalism and care, reinforcing the company’s commitment to excellence.

Regular Surveys and Communication Strengthen Relationships

Open communication is vital for nurturing a happy workforce. National Gas Metering actively engages in regular employee surveys and ongoing dialogues, fostering a culture where feedback is valued and concerns are addressed. When employees know their opinions matter, they feel a stronger sense of belonging. This positivity inevitably extends to their interactions with customers, creating an atmosphere of exceptional service.

The Business Impact of a Happy Workforce

The connection between employee satisfaction and stellar customer service is not merely theoretical; it is supported by compelling data. Studies consistently show that companies with highly engaged employees enjoy:

• Higher customer satisfaction scores.
• Increased customer retention and loyalty.
• Stronger brand reputation and word-of-mouth referrals.
• Greater business growth and profitability.

In their latest customer satisfaction survey, National Gas Metering achieved impressive results: a remarkable 90% for Trust, an industry-leading Net Promoter Score (NPS) of +68, and an outstanding customer satisfaction rating of +90. By prioritising their people, this organisation creates a positive ripple effect that enhances customer experiences, strengthens their brand, and fuels long-term success.

Commitment to Excellence

Maxine Long, the Metering Director at National Gas Metering, encapsulates this philosophy beautifully: “Being recognised as one of the top places to work in the UK is more than just an achievement—it’s a reflection of our ongoing commitment to our employees. We understand that happy, engaged teams are the driving force behind great customer service. As we move forward, we remain dedicated to fostering a workplace where employees feel valued, supported, and inspired—because when companies take care of their people, they take care of our customers.”

This steadfast commitment to employee wellbeing and customer satisfaction positions National Gas Metering as a leader in the industry. As they continue to innovate and improve their services, they set an example for others to follow in the quest for both employee engagement and customer excellence.

As we look to the future, it’s clear that the energy sector is on a transformative journey. With companies like National Gas Metering leading the charge, embracing flexible work models, prioritising employee satisfaction, and fostering robust communication, we can anticipate a shift towards a more sustainable and customer-centric approach. In this era of climate consciousness and corporate responsibility, such initiatives are not just beneficial for business; they are crucial for the well-being of our planet and society.

To learn more about National Gas Metering’s innovative products and services, we encourage you to visit their website: National Gas Metering. You can also follow them on LinkedIn for updates and insights into their operations: LinkedIn Profile.

This article appeared in the April 2025 issue of Energy Manager magazine. Subscribe here for more insightful articles and updates.

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