Company: Octopus Energy, London, England
Company Description: Octopus Energy is the UK's largest power supplier with 6.8m customers and 54m contracted utilities accounts globally via licensing. Founded in 2016, by Greg Jackson, the company has 8500+ employees globally, expanding operations in 27 countries. We're proud to be the ONLY Which? Recommended Energy Provider for a record 7 years and Top 10 Sunday Times 'Best Places to Work for' in 2023 and 2024.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: Customer Reward Scheme
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 250 words used.
Octoplus showcases an exemplary customer service model for energy and beyond. The following supporting evidence includes testimonials, images, internal data evidence, third party reviews and ratings, published reports and links to our website to demonstrate the claims we’ve made in our entry.
Slides:
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About Us: Spotlight on our fast track journey to date - from seed to UK market leader in just 8 years
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Mission & Goals: Customers at the heart of everything we do - as described by our CEO and founder Greg Jackson
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Kraken: Our unique customer-first model empowering teams to deliver customer service excellence at scale
Octoplus Reward Scheme
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Introducing Octoplus: Elevating Customer Loyalty to new heights
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Reward partners: Building like-minded partnerships with UK national high street brands with mass appeal and reach
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23/24 Achievements: Rapid Uptake and Boosted engagement: Delivering added value to more and more satisfied customers
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23/24 Achievements: Improved Satisfaction, Advocacy & Loyalty
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23/24 Achievements: Examples of 5-star Octoplus customer reviews
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Exemplary Performance: Overcoming complex challenges to deliver a highly-differentiated reward scheme to a tight deadline. Spotlight on the business context in 2023
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Innovation sprint: Building robust e-commerce platform within existing App with seamless UX to handle 1m+ customers
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Setting new standards for customer experience: Highly differentiated offering reflecting our refreshing customer-centric ethos
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Setting new standards for customer experience: Elevating customer service is boosting business and environmental outcomes
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Further links to published evidence, reports and blogs include:
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
POWER TO ALL PEOPLE
Part of the Octopus Energy Group, Octopus Energy launched in 2016 to deliver outstanding customer experiences to people across the globe through cutting-edge technology.
In just 8 years, we’ve become the UK’s largest electricity provider with 10,000+ shareholder-employees serving 7m household and business customers with 100% renewable tariffs, cleantech offerings and exclusive energy-saving campaigns.
Meanwhile, our operations span 18 countries and support 9m customers globally. Additionally, via expanding licensing partnerships with global utilities players, including EON, EDF, Severn Trent Water and Tokyo Gas, we support 54m contracted accounts on our platform - over halfway to reach our 100m target by 2027.
Enabling continued fast growth and customer success is Kraken, our world-leading technology model and CRM platform for energy. Kraken enables small organically growing teams of 10 ‘universal agents’ to deliver world-class customer experiences at 40% lower cost than rivals. It also enables us to unleash a constant innovation stream to deliver a net-zero future faster and cheaper.
Proud to have won prestigious accolades along the way, we’re the ONLY UK energy provider recommended by consumer watchdog Which? for a record 7 years in a row, and twice ranked Sunday Times ‘Best Places to Work’.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
TRANSFORMING MUNDANE ENERGY TASKS INTO FUN AND REWARDING CUSTOMER EXPERIENCES
Launched October 2023 for our UK customers, Octoplus is the game-changing new customer reward programme from Octopus Energy.
Members earn Octopoints every time they send meter readings, take part in our energy-saving campaigns such as ‘Saving Sessions’ and’ Free Electricity Sessions’, and refer us to friends.
Octopoints can then be instantly redeemed to benefit from a wealth of savings and exclusive rewards via our partnerships with high-street brands, including Greggs, Odeon and National Trust UK. All members can claim a free weekly drink - just for signing up!
Stimulating customer experience performance to highest-ever levels, Octoplus’ achievements over the past 12 months showcase:
Rapid Uptake and Boosted Engagement:
Improved Satisfaction, Advocacy, and Loyalty:
Compared to non-members, Octoplus customers generate 3x referrals and are 4x more likely to remain a customer.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
EXEMPLARY PERFORMANCE: OVERCOMING COMPLEX CHALLENGES TO DELIVER HIGHLY-DIFFERENTIATED CUSTOMER REWARD SCHEME
In summer 2023, we were faced with navigating our business and customers through the toughest times, including:
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Ongoing cost-of-living crisis
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Progression to market leader
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Launch of second-year ‘Saving Sessions’ campaign
Acting fast, we innovated an overarching reward scheme that would keep customers loyal and engaged, by matching positive energy behaviours with added-value benefits beyond energy bills via partnerships with UK high-street brands.
Our journey was not easy. The first challenge was to build an e-commerce platform from scratch within our existing App with a seamless customer experience that could immediately handle 1m+ customers using it. The second was a very tight timescale due to the start of our second-year ‘Saving Sessions’ on 1 November 2023.
We met these challenges by activating a tight-knit team of developers and marketers, embodying our unique start-up culture. As a result, we were up and running for our customers with weeks to spare.
Today, Octoplus has set new standards for customer experience for energy and beyond as the following examples show:
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Highly-differentiated: Thanks to always-on FREE weekly drinks, and discounted experiences, Octoplus unlocks savings in daily lives. No need to make expensive purchases or accrue long-term membership to benefit, unlike other loyalty schemes
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High Impact: YOY Octoplus has boosted customer satisfaction (4.8 stars from 4.7), retention (x4), referrals (x3), smart meter installations (+34%) and energy-saving participants (+120%)- defending market leadership position, driving a greener grid and lowering bills when needed the most.
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