Measuring success: A Great Place to Work, a greater customer experience

At National Gas Metering, we believe that great customer service starts from within. 

Our latest achievement—being ranked 46th among the UK’s top 50 best places to work—is more than just an accolade. It highlights the direct link between employee satisfaction and exceptional customer experience. When employees feel valued, supported, and motivated, it naturally reflects in the way they engage with customers.

Why happy employees create happy customers

Customer interactions are shaped by the attitude, motivation, and the well-being of the people delivering the service. Here’s how our employee-first approach translates into better customer experiences:

Flexible working fuels engagement and productivity

Giving employees the ability to work flexibly and remotely has led to greater job satisfaction, lower stress levels, and a more engaged workforce. When people have control over their work-life balance, they bring more energy and positivity to customer interactions.

Our staff say about our flexible working arrangements: 

“I have had my ME consultant say that if other businesses gave flexible working like ours, more people with this disability would be able to work and manage their condition.”

“The flexibility offered by NGM allowed me to be a part-time carer for my dad before he moved into a care home. It made a massive difference to me and my family. Knowing that NGM has my back makes all the difference, and I will always be appreciative of this.”

Great pay and benefits drive motivation

Financial security and strong benefits create a sense of stability and appreciation. When employees feel valued, they go the extra mile for customers. A well-supported workforce leads to genuine, enthusiastic service—something customers can instantly recognise and appreciate.

Kind and caring leadership inspires excellence

Good leadership sets the tone for customer service. At National Gas Metering, leaders create a positive work environment where employees feel heard, respected, and motivated. That same level of care is naturally extended to customers, ensuring every interaction is handled with professionalism and empathy.

Open communication strengthens relationships

We prioritise transparency through regular employee surveys and open dialogue. When employees feel their voices matter, they develop a strong sense of belonging. That sense of engagement is mirrored in their interactions with customers, creating genuine, positive experiences.

The business impact of a happy workforce

The connection between employee satisfaction and business success is clear. Studies show that companies with highly engaged employees see:

• Higher customer satisfaction scores
• Increased customer retention and loyalty
• A stronger brand reputation
• Greater business growth and profitability

At National Gas Metering, our customer satisfaction scores speak for themselves:

• 90% for trust
• Industry-leading NPS score of +68
• Customer satisfaction over 90%

By investing in our people, we create a ripple effect that enhances customer experiences, strengthens our brand, and drives long-term success.

Commitment to excellence

Maxine Long, metering director, shares:

“Being recognised 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.”

At National Gas Metering, our people-first culture isn’t just about creating a great workplace—it’s about delivering an exceptional experience for every customer, every time.