14 April 2026

At Xoserve, delivering reliable and high-quality central services to the UK gas market is fundamental to our role as Great Britain’s Central Data Services Provider. Understanding how effectively we meet our customers’ needs is therefore critical, which is why we continue to partner with the Institute of Customer Service (ICS) to independently assess our performance each year.

2026 ICS results demonstrate continued improvements for Xoserve

The ICS performance measures provide an important, evidence-based view of how our services are performing in practice.

The latest ICS survey results, drawing on responses from over 110 of our customers, indicate a clear strengthening of customer experience, with improvements recorded across all key measures – leading to our strongest performance to date.

Our Customer Service Index (CSI) score has reached 85 out of 100, placing us above the UK all-sector average of 77. This demonstrates that customers recognise the consistency and quality of the services we provide, as well as the progress made in recent years.

Alongside this, our Net Promoter Score (NPS) has increased to 51, representing a meaningful shift in customer advocacy. Given the high threshold required to influence this metric, the increase suggests growing confidence in both our service delivery and our role within the market.

Customer Effort has also continued to reduce, with a score of 3.4 (lower scores out of ten indicating that customers need to put in less effort when interacting with us). This improvement, alongside the continued rise in customer satisfaction and advocacy, highlights how easy we are to do business with.

At a glance

  • Customer Service Index score of 85/100
  • Net Promoter score of 51
  • Customer Effort score of 3.4

Together these trends reflect the cumulative impact of improvements in communication, engagement and service design, helping to simplify interactions and drive consistent experiences across key processes.

This also reinforces the importance of maintaining a disciplined approach to continuous enhancements, particularly in an environment where customer expectations continue to evolve.


Striving to achieve more in the future

Looking ahead, our priority is to build on this momentum. We will continue to use customer insight, including the detailed outputs from the ICS survey, to inform how we prioritise improvements and shape our service roadmap. This includes further enhancing digital experiences, strengthening proactive communication, and ensuring that our services remain resilient, responsive and aligned to industry needs.

As the market continues to transform, our role requires us not only to maintain high standards of service, but to anticipate change and adapt accordingly. These results provide a strong foundation, and they also set a clear expectation - to continue raising the bar for customer experience and to deliver consistent, tangible value for the customers we serve.


Get in touch

If you have any feedback or questions on any of the above, please email us at communications@xoserve.com.

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Customer Service Index score
85/100
Net Promoter score increased to
51
Customer Effort score reduced to
3.4

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