SP Energy Networks (SPEN) has become the first company in the UK to be awarded both the BSI Kitemark™ for Service Excellence and the BSI Kitemark™ for Inclusive Service, demonstrating its commitment to providing exceptional service to its customers throughout Scotland, England and Wales.

The recognition from the British Standards Institution (BSI) marks a significant achievement for SPEN, as it is also one of only four companies to receive the new Service Excellence Kitemark, which was awarded for the first time this year.

The BSI Kitemark for Service Excellence is designed to recognise organisations that consistently deliver high-quality customer service, effectively manage complaints, and provide an outstanding customer experience. The certification is based on three standards: BS 8477 (Code of practice for customer service), BS ISO 10002 (Quality management – Customer satisfaction), and BS ISO 23592 (Service Excellence - Principles and model), along with additional Kitemark test measures.

The BSI Kitemark for Inclusive Service focuses on ensuring companies offer a service that is accessible and flexible for all consumers, regardless of their individual circumstances. It emphasises the protection of vulnerable customers and compliance with BS ISO 22458 (Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service), and also aligns with the requirements set by the energy regulator, Ofgem.

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SPEN underwent a rigorous assessment by BSI expert auditors against the criteria for both Kitemarks. The two-part assessment includes ongoing surveillance to ensure continued compliance.

During the audits, BSI commended SPEN for its consistent demonstration of a service excellence culture across all customer interactions and for its clear dedication to improving outcomes for customers in vulnerable situations. BSI highlighted the company's effective use of customer feedback to drive improvements in processes, communication, and working practices.

Kendal Morris, Customer Service Director for SP Energy Networks, said: "Our customers are at the heart of everything we do and this double Kitemark success is testament to the dedication and hard work of our teams across the country. From the call handler and the engineer in the field to our executive leadership team, we work tirelessly across our business – day in and day out – to provide outstanding customer service that makes a difference for the communities we serve across England, Scotland and Wales and delivers a flexible and inclusive approach, ensuring all customers get the support they need. We take great pride in achieving both the Service Excellence and Inclusive Service Kitemarks – and being the first UK company to do so – and will continue to deliver to these high-quality standards that put our customers front and centre."

Julie Walker, Global Scheme Manager at BSI, commented: "When organisations prioritise exceeding customer expectations and put in place protections for vulnerable consumers, they are taking a positive step forwards towards creating a fairer and more equitable society. I am delighted that SP Energy Networks has become the first to achieve certification to both the BSI Kitemarks for Service Excellence and Inclusive Service. SP Energy Networks has shown exemplary focus on continually improving customer satisfaction and embracing digitalisation and adapting to the evolving role of AI in service delivery. Congratulations to SP Energy Networks for setting a high bar for customer service in the sector."