November 29, 2021
By Molly Lempriere
Centrica’s British Gas is getting rid of its Evolve branding amidst the energy crisis in the UK.
British Gas Evolve was launched in October 2020 as a residential energy brand designed to offer low-cost, digital-first energy. It uses software-as-a-service company ENSEK’s Ignition platform, alongside software from Amazon and Salesforce.
According to British Gas, despite an improved net promoter score (NPS), its research suggests customers don’t strongly connect with the ‘Evolve’ name.
“Our customers have told us they connect more with the British Gas brand,” said a British Gas spokesperson. “Now more than ever they want to know that their energy company is responsible and sustainable. This reflects that they value the strength and stability of our business and our 200-year history of putting customers at heart what we do.”
As such, the name used on the new platform will change from British Gas Evolve to just British Gas for its 250,000 customers. There won’t be any changes to individual customer experience, and customers will continue to be able to use the ENSEK platform.
In August, Centrica announced it was to transfer over seven million UK customers to ENSEK’s Ignition platform, including all of its British Gas customers.
British Gas has taken on an additional 500,000 customers through Ofgem’s Supplier of Last Resort process in 2021, including those from collapsed suppliers Simplicity Energy, PfP Energy, MoneyPlus Energy, People’s Energy, Zebra Power Limited and Bluegreen Energy Services Limited.
The challenging conditions in the energy supplier market – driven largely by record jumps in wholesale power prices throughout the year – has led to 26 suppliers collapsing, leaving over 4 million customers to be placed with other companies.
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