Utilities

Customer experience built for the utilities sector.

Kura partners with utilities organisations to design customer experience solutions that improve customer outcomes, strengthen operational performance and build lasting customer relationships.

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The Utilities Landscape

Customer experience has become one of the biggest competitive differentiators in the utilities sector.

Utilities providers operate in one of the UK's most demanding customer environments, and the pressure on customer teams is only increasing.

Rising customer expectations.
Higher contact volumes and increased repeat contact.

Affordability pressure.
More customers in difficulty and slower revenue recovery.

Regulatory scrutiny.
Published complaint data your customers and competitors can read.

Poor service doesn’t remain a service issue for long. It becomes repeat contact, complaints, Ombudsman referrals, reputational damage and lost trust. Success requires more than additional resource — it requires a partner who understands the environment your customers live in, and the one your business operates within.

Kura people at work

Why Kura

Most outsourcers hand you their model. We build yours.

Years of dealing with the Ombudsman directly, root cause analysis on every complaint, and advisors developed to spot vulnerability and treat customers fairly.

We start every project by understanding your business, your customers and the outcomes you need, then we design the operation. Performance, technology, reporting, recruitment and people are all built for your account.

That is only possible because our advisors stay. Seven years on average, long enough to understand your customers, your brand and the pressures on your business as well as your own team does. People who know your business can shape a service around it.

In utilities, that shows in the detail. Our teams have experience of Ofwat and Ofgem standards of conduct, vulnerability and affordability, and of working every case within the eight week Ombudsman referral point.

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Services

Every customer interaction influences trust.

Whether supporting customers through financial difficulty, resolving complex complaints or improving everyday service, our specialist teams help utilities providers deliver better customer experiences where they matter most.

Complaints

Customers are dealing with affordability pressure, service disruption and rising expectations. Internal quality scores can look healthy while cases continue to escalate to the Ombudsman. Every complaint is a brand issue before it becomes a regulatory one.

We design complaint operations around Ofgem Standards of Conduct, vulnerability, affordability and root cause analysis, helping you resolve complaints faster while reducing future demand. We have years of data and experience dealing with the Ombudsman directly, which helps us judge risk and what we act on first.

Results

72%

reduction in aged complaints

50%

reduction in complaint escalations

96%

resolved before industry deadlines

Customer Service

Organisations are expected to improve customer satisfaction while reducing cost, managing increasing demand and delivering consistently high-quality experiences.

We help utilities providers reduce avoidable demand, improve first contact resolution and create more consistent customer experiences. We do this through customer journey analysis and optimisation, human coaching alongside AI-led insight, and continuous operational improvement.

Results

82%

first contact resolution

75%

reduction in back office handoffs

4.9

customer review score

Sales

Sales teams that focus only on conversion often create poor customer experiences, lower trust and future complaints. Our advisors are developed to understand customer need first, recognise vulnerability and recommend the right solution, not simply maximise sales volume. Every interaction is measured against customer outcomes as well as commercial performance, helping you build sustainable growth while maintaining trust.

Results

17%

increase in sales to initial quote conversion

24%

average sales conversion

3x

improvement in customer satisfaction

Collections

Customers experiencing financial difficulty require empathy, understanding and fair treatment alongside commercial focus.

Results

22%

increase in right party contacts

28%

increase in revenue recovery

Let's build a customer experience that's right for your business.

If you're looking for a customer experience partner that takes the time to understand your business before designing the right solution, we'd love to start the conversation.

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