National Gas Metering is one of the largest providers of gas meter services, gas connections, and hydrogen solutions in Great Britain. Not only do they manage more than 5 million gas assets, but they also have award-winning customer service. Their latest achievement is securing a place among the top 50 best places to work in the UK, ranked 46th. This recognition is a testament to their commitment to creating a workplace where employees feel valued, supported, and motivated. Beyond being a great place to work, there’s a powerful connection between employee satisfaction and exceptional customer service—one that directly impacts business success.
Why Happy Employees Create Happy Customers
Customer service is often the frontline of any business, and the attitude, motivation, and wellbeing of employees play a critical role in shaping customer interactions. Here’s how an employee-first approach directly translates into a superior customer experience:
- Flexible Working Fuels Productivity and Engagement. By offering flexible working arrangements and remote work options, employees are empowered to achieve a better work-life balance. This flexibility reduces stress, increases job satisfaction, and enables employees to bring their best selves to work. When employees feel in control of their schedules, they are more engaged, motivated, and ready to provide outstanding service.
- Great Pay and Benefits Drive Motivation. Competitive salaries and a strong benefits package not only attract top talent but also keep employees motivated. When people feel financially secure and valued, they are more likely to be engaged, enthusiastic, and committed to delivering high-quality service. Customers can sense when employees genuinely care, and that authenticity fosters trust and loyalty.
- Good Leadership Sets the Standard. Strong leadership is a cornerstone of any thriving company. National Gas Metering’s leaders set clear expectations, provide support, and inspire teams to go above and beyond. When employees feel heard, respected, and guided by effective leadership, they are more likely to mirror those positive interactions with customers—ensuring every touchpoint is handled with professionalism and care.
- Regular Surveys and Communication Strengthen Relationships. Open communication is key to a happy workforce. Through regular employee surveys and ongoing dialogue, a culture is created where feedback is valued, concerns are addressed, and employees feel empowered to contribute to company improvements. When employees know their voices matter, they feel a stronger sense of belonging—and that positivity extends to their customer interactions.
The Business Impact of a Happy Workforce
The correlation between employee satisfaction and great customer service isn’t just theoretical—it’s backed by data. Studies show that companies with highly engaged employees experience:
- Higher customer satisfaction scores.
- Increased customer retention and loyalty.
- Stronger brand reputation and word-of-mouth referrals.
- Greater business growth and profitability.
In their latest customer satisfaction survey, National Gas Metering achieved scores of 90% for Trust, an industry-leading NPS score of +68, and customer satisfaction of +90. By prioritizing their people, they create a ripple effect that enhances customer experiences, strengthens their brand, and fuels long-term success.
Commitment to Excellence
Maxine Long, Metering Director, says: “Being recognized as one of the top places to work in the UK is more than just an achievement—it’s a reflection of our ongoing commitment to our employees. We understand that happy, engaged teams are the driving force behind great customer service. As we move forward, we remain dedicated to fostering a workplace where employees feel valued, supported, and inspired—because when companies take care of their people, they take care of our customers.”
To find out how National Gas Metering’s products and services you can visit their website: https://www.nationalgas.com/national-gas-metering or follow them on Linked In: https://www.linkedin.com/company/national-gas-metering
This article appeared in the April 2025 issue of Energy Manager magazine. Subscribe here.