Customer Service
We put customers at the heart of decision making and delivery
Customer Service is a core element of our values at Network Plus and we place customers at the centre of everything we do.
We recognise the potential impact that essential works can have on everyday life and through smart planning and active engagement with the communities we serve, we strive to safely deliver critical utility maintenance and upgrades, in the least disruptive manner, to the satisfaction of all our customers.
More than 94 depots nationwide.
90+
regional depots
In 2025, we partnered with a client to achieve a perfect 100% D-MeX score by year-end.
100%
improvement
Customer Tailored Engagement
When planning our works, we carefully identify the customers and stakeholders who may be affected, including vulnerable individuals with specific needs.
We develop tailored customer and stakeholder management plans to ensure clear, appropriate and timely engagement is maintained throughout the duration of the works.
Stand out from the crowd
We help our clients stand out from the crowd and improve their key industry customer experience metrics through a strategic focus on customer behaviours, data and performance management, and end-to-end customer journey touchpoints.
Our Network Plus Customer Strategy including our Customer Charter set out our proven best practice approach to help ensure consistency of service nationwide.
Our teams are continually working with clients on delivering customer excellence across key metrics such as C-MeX (Customer Measure of Experience) and D-MeX (Developer Services Measure of Experience), BMCS (Broader Measure of Customer Service), and C-Sat (Customer Satisfaction Score).
Creating a lasting legacy
We believe our work should leave more than infrastructure behind as we want to leave a long-lasting positive legacy in the communities we serve.
Alongside resilient, efficient and future ready utility networks, we actively support local good causes, create meaningful employment opportunities and work with local suppliers. By investing in people, partnerships and places we help strengthen communities today whilst maintain and enhancing critical assets for the future.
Things customers have said about Network Plus
What a great collective
I should like to take this opportunity to congratulate your team who have been installing the fibre optic cables... As they near the final days of completion, I have to say the whole team have been respectful of properties with minimal disruption to all residents, also what a great collective they are, always polite and helpful.
Very impressive
Our thanks for the extremely efficient way in which the essential tree cutting maintenance assured uninterrupted power supplies. It was very impressive how the initially planned power cuts were avoided. We very much appreciate how well this was carried out.
Thank you everyone
I want to thank everyone involved in supporting the project for their determination, resilience, and customer focus throughout which has enabled the successful delivery.
Polite & courteous
Throughout the works all of the people who have been working here have been polite, courteous and have worked some long hours to get the job done. We can only praise them and wish that the workforce from other organisations would be as thoughtful towards residents in the area they are working.
Much appreciated
Just wanted to express our appreciation in your team going the extra mile and getting the job done to a great standard in a sometimes challenging environment.
Fantastic experience
It has been a fantastic experience partnering with the teams at NP to deliver this ambitious milestone. We’ve been running at pace for some time and you’ve been both flexible and constructive, and we’ve always managed to agree a way forward to achieve the best outcome for all involved.