Fuel team makes award finals

28 July 2023

Our fuel team has reached the finals in not one but three categories in this year’s UK Customer Experience Awards due to its performance and results throughout the last financial year.

We’ve competed against some big brands to be chosen as finalists in the following categories at the annual awards:

• Best customer service • Best complaint handling • Best employee experience

Some of the reasons why we were chosen can be put down to our 5-star Trustpilot rating and positive customer feedback via an NPS score of 50+. In addition, in the last financial year, customer retention has been at 98%, contributing to our active customer growth of 22% during the year.

We have also improved our first call resolution rate. Out of an average of 3100 calls, 90% are resolved in the first call. This figure was at 60% in 2021-22.

The increased number of new active customers and reduced attrition shows that we are improving the customer experience for our fuel customers through enhanced service with less choosing to close their account or stop using our service.

Jonathan Haseler, Managing Director, UK and Ireland, said: “It’s a huge accolade to reach this stage in the Customer Experience awards. Here at Radius, customers are our most important asset and I’m immensely proud of the team’s hard work and dedication that has led us to being in the final list in not one, but three categories.”

We find out in October whether we are successful in winning any of the awards.

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