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Customer Loyalty
Business Overview 

Power NI is Northern Ireland’s largest electricity provider supplying power to homes, businesses and farms, with almost half a million customers. With over 350 experienced local staff they have a unique understanding of their customers and outstanding customer service is in their DNA. 

For the seventh year in a row, Power NI has received the lowest level of complaints out of all energy suppliers in Northern Ireland (CCNI Complaints and Enquiries Report 2017/18). With multiple new suppliers constantly entering the Northern Ireland marketplace Power NI continue to fulfil 58% of the domestic market's electricity needs. 

One of its unique selling points is that they offer Power NI Perks, a dedicated customer discount platform, so customers can save on their everyday needs.

The challenge 

Power NI is regulated by the Northern Ireland Authority for Utility Regulation and as such must serve all their domestic customers fairly and equally through a regulated pricing structure whether they are a new or existing customer.  Power NI are able to offer additional value to their customers by giving them access to their online discount portal, helping minimise any price advantage competitors may have over them.

Power NI had never previously used any other discount and benefits providers and were looking for a platform that had the most extensive range of offers that would suit its customer base, as well as one who would provide the best customer experience through a range of innovations and technologies. Due to the diverse demographics of Power NI’s customer base, the offering needed to appeal to everyone regardless of their profile, which is where Xexec fitted the bill, and were able to develop Power NI Perks.

The solution 

Xexec delivered and launched a bespoke and fully branded discount and engagement platform, housed within the next generation integrated portal which can be accessed at work or on the go, for all current Power NI members. The portal offers over 3,000 discounts including online and instore discounts, cashback offers, shopping cards and instant e-vouchers across all major retailers.

Power NI invested a lot of time and money into making the portal synonymous with its core brand characteristic of ‘genuine value’.  Through above the line and below the line activity in one year, they were able to increase awareness of Perks by 120% amongst their customers and prospects.

The Outcome 

Since launch, the uptake of Perks by Power NI’s customers has been really successful and additionally those who’ve registered are 5% more loyal that those customers who haven’t registered.  This is a huge success as Perks has allowed Power NI to offer additional value to its customers which has helped with engagement, positioning and retention strategies. Some of the most popular discount categories are shopping, hotels, city breaks and home deals with popular retailers being Tesco, Argos, Currys, Marks and Spencer, Sainsbury’s and Boots.

Loyalty and Retention Manager at Power NI, Beverley Chick, comments that, “Xexec and their wide range of offerings has helped us meet our retention strategies for our customers and provided us with a competitive advantage.  Also, their instant vouchers mean customers can log in to the portal, whilst out shopping at the relevant retailers, and benefit from instant discounts sent direct to their phone.  I would recommend them to any company looking to increase the loyalty with either their employee or customer base.”

More Case Studies

Employee discounts

The Xexec / Sytner offering has been a great success with an extremely high engagement level amongst staff and outstanding website usage. Sytner has achieved the impressive feat of featuring on the Sunday Times ‘Best Big Companies to Work For 2016’ list in a top-5 position and is working with Xexec to do everything possible to ‘attract, motivate and retain the very best team members’. 

Reward & Recognition

Designed to motivate and give something back to their staff, the new platform is available to all employees across the UK. Xexec provides a bespoke service and has worked closely with Anglian Water to make the employee Reward & Recognition scheme “on brand” and similar to the company’s existing GEM platform.

Employee discounts

Cancer Research UK (CRUK) puts a huge emphasis on employee relationships. Despite being one of the larger and better-known charities, they are still bound by financial constraints and the ongoing universal challenge of motivating and engaging their staff. Hence, CRUK has always had to be more innovative with the way that they reward and motivate their team. Not only that, but CRUK has loyal dedicated staff who often go far above and beyond what is expected of them, because they feel so passionately about the organisation. CRUK wanted to be able to reward these efforts by offering their staff a bespoke employee discount portal, housing thousands of discounts and benefits.

Customer Loyalty

A leading global bank with very strong credit card and wealth management businesses, with customers across the world. The client has some strong premium credit card businesses in Russia, UAE, Egypt, Poland, Czech Republic and France. The bank approached Xexec to run a campaign to target key customers of its wealth management and credit card businesses.