FRANK ENERGY LAUNCHED in early 2022 and was designed to be a straight-up, no frills alternative to its many competitors, whose policies can seem complex and confusing. Formerly known as Energy Online, Frank Energy promises to ‘sell it to you straight’, which is reflected in its approach to customer service. 

Frank Energy has a strong culture of continuous improvement. At the completion of every interaction with its customer service team, customers are given the opportunity to provide feedback on how their conversation was managed. The result is a monthly Interaction NPS score (iNPS) which indicates the company’s ongoing level of performance and is used in conjunction with customers comments to help guide its frontline staff. “This constant feedback loop ensures we are quickly alerted to potential issues and can continue to provide the very best customer service experience,” says Michael Wood, Head of Brand and Marketing.

In the event that a customer problem can’t be resolved by frontline staff, the issue is immediately escalated to the team leader, and further if necessary. For example, one customer called in very distressed at the large, out-of-the-ordinary bill. 

“At our expense we sent an electrician to her residence who discovered a neighbour had illegally tampered with her meter. We called the police, repaired the unit, and issued the customer with a full refund of her bill. A stressful situation happily resolved,” says Mr Wood. 

Frank Energy’s people first approach is perhaps why it has won this year’s Consumer NZ ‘People’s Choice’ Award, as well as Gold (gas) and Silver (electricity) Quality Service Awards.
For more information: frankenergy.co.nz