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22.11.2018

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    M&S Energy

    M&S

    In 2018 M&S launched a transformative partnership with renowned industry disruptor Octopus Energy. The combination of M&S’ unique brand reputation amongst consumers with Octopuses’ digital expertise and focus on green energy has created a customer proposition to challenge traditional suppliers.

    What customer problems did you set out to solve?

    The traditional energy sector is shackled by a poor reputation among the British public after years of implementing a ‘tease and squeeze’ pricing model and a lack of awareness for the industry’s impact on the environment. Despite this, customers have felt there is no viable alternative and they don’t trust brands they don’t know. The 'Big Six' know this and as a result 60% of the UK are on expensive standard tariffs. M&S Energy offers transparent and fair pricing for sustainable energy. We're challenging the status quo by providing affordable, green energy with one of the UK’s most loved brands.

    What differentiates your proposition from other offerings in the market?

    M&S Energy is an energy provider that customers can trust to do right by them and the environment. Recently voted as one of the most loved brands in the UK by Martin Lewis’ MoneySavingExpert, we consistently offer exceptional customer service and ensure our rates are transparent, competitive and honest. We do not employ the traditional pricing tactics of the Big Six which punishes customer loyalty and forces them to regularly shop around and look for an alternative. We combine this with our sustainable approach to energy sourcing, only buying our electricity from renewable sources, and are the only energy provider to offer customers and community projects, the opportunity to reduce their impact on the environment.

    How have you proven that your concept has potential for impact?

    M&S Energy was created nine years ago. With 600,000 customers at our peak we learnt what customers want, what they see as the major flaws of the industry and how to make it better. We have taken our experience and built a new proposition with Octopus Energy around it. Since our launch in October we have seen an immediate response with a customer uplift of +13% v target% and we are really excited by the growth potential of the business.

    Where do you see this proposition in 12 months time?

    We are anticipating our customer base to grow by 374%, as our test and learn marketing campaigns continue to cut through and our reputation and awareness of the M&S Energy brand grows. Our customer experience will only get better as we develop both online and in store offerings.

    Read more about M&S Energy here.

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