Last year we launched new schemes to give our customers quick and easy access to reputable tradespeople and to make sure they get something extra in return for their loyalty to us.
Highlights
- +8 increase in net promoter score (NPS) for British Gas Rewards members compared to non-Rewards customers
- 5.5m: number of offers shown to our British Gas Rewards members by the end of 2017
- 25,000 jobs completed for Local Heroes customers by the end of 2017
- +81: Average NPS for Local Heroes customers
Inspired by the success of the Bord Gáis Energy Rewards Club in Ireland, the Centrica UK Consumer business launched British Gas Rewards. This programme gives customers highly personalised offers, giveaways and monthly prize draws as our way of saying thank you.
So far, the benefits range from a free boiler service and a Hive Active Light Pack, to 10% off at Waitrose and Sky Store movies. Loyalty days provide customers with a number of days of free energy each year, linked to how long they have been with us.
We know it’s important for customers to get quick and easy access to reputable tradespeople if they need help with household breakdowns and other problems.
Came out in less than an hour, called me 20 minutes before arrival and fixed the job in double quick time.- Local Heroes customer
Following a successful pilot, in June 2017 we launched a digital platform service in the UK that helps people to find trusted local tradespeople to complete jobs in the home and also helps tradespeople to source local work. It is quick and easy to use and has a 12-month guarantee backed by British Gas.
By the end of 2017, more than 7,000 Local Heroes had signed up to the platform and completed nearly 25,000 jobs. The service provides us with access to the large and growing on demand market and has high customer satisfaction ratings.