In the past few days, I have enjoyed a positive customer experience at the hands of British Gas.
For many UK readers, that statement will seem remarkable — the following excerpt written by my diginomica colleague Stuart Lauchlan back in 2009 gives a taste of how poorly the firm has historically performed:
I’ve said it before and I’ll say it again — British Gas is the most customer-indifferent and frankly openly hostile company in the UK. I had a similar ‘apology’ call from them this week in reply....