Ireland’s newest energy provider has electrified the market, not just for its competitive electricity and gas plans, but for its exceptional levels of customer service and expertise.
Since launching in 2023 Yuno Energy has been relentless in its focus on empowering customers. That’s why it recently won best customer experience in the Irish Customer Contact and Shared Services Awards, setting a benchmark in the Irish energy sector for service excellence.
It’s also why it scores 4.1 out of five on Trustpilot, with reviewers consistently praising staff for their helpfulness and highlighting the company’s exceptional customer service. That starts with a Dublin-based support team that delivers friendly, responsive and local customer support.
By actively listening to feedback and using it to continuously improve, Yuno Energy is leading the charge in providing a service that is measurably better for customers – making energy management simpler and clearer.
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As a telesales adviser with the company, Donagh Leahy is on the frontline, speaking with customers everyday.
The University College Dublin graduate, who studied commerce and recently followed that up with a diploma in artificial intelligence, has worked for nearly two years on the company’s sales team, which sits alongside customer services.
When someone is considering switching to Yuno Energy, Leahy’s first task is to find out about their energy needs. “We tell them of the plans they can avail of, before going into how they actually use their electricity,” he says. “That includes finding out, for example, if they use much at night, have electric vehicles and what kind of heating systems they have.
“That helps us to build up a picture of their usage to see which of our products they will benefit most from. Based on that we’ll make a recommendation.”
It’s an upfront exercise that pays dividends to customers over time. “Because it’s so personalised to them, they are getting the most value out of the product we are giving them. And, as a young, Irish company that is trying to grow as many customers as possible, we have very competitive prices too,” he adds.
Another of the company’s biggest points of differentiation is its innovative app. Here too, it’s all about the customer.
“Because we’re doing things slightly differently,” he says, “customers manage their whole account through the app on their phone, from which they get clear insights into their consumption.”
Every single day, our customers know exactly what their next payment is going to be. It helps give them that certainty, taking away the stress of not knowing what your next bill will be
— Artur Szalak, product manager at Yuno Energy
Leahy knows this first hand because he signed up as a Yuno Energy customer when he joined the company. “As soon as I started getting my usage data on the app, I was able to see my immersion was costing me too much money, simply because I’d forgotten to change the timer to adjust for daylight savings,” he says. “I have a day/night meter and I wanted my immersion to come on at 7am, the last hour of the night-time rate, when it’s cheaper. But because I hadn’t updated the timer clock, it was coming on at 8am. I personally saved a lot just by that one simple change.”
Like all Yuno Energy call centre staff, he receives extensive and ongoing training, both in customer service and in the technical aspects of his work. Ensuring its staff feel happy and supported is a key part of ensuring customers feel happy and supported too.
As product manager of Yuno Energy’s app, the customer is also at the forefront of every new feature Artur Szalak introduces. The tech wizard from Poland jumped at the chance of joining the team at Yuno Energy.
“The great thing for me is that our customers have access to everything through the app. There is no need for them to go elsewhere to see how much electricity they are using,” he says.
“But the most exciting part is the fact that, every single day, our customers always know what their next payment is going to be. It helps give them that certainty, taking away the stress of not knowing what your next bill will be.”
This information is updated based on each customer’s actual daily usage. “That gives you the ability to control your spend better. Our customers can see, down to every kilowatt hour – every cent – how much electricity they have used at a particular hour, day, week or month,” he says.
That’s important because research shows that being able to visualise energy usage allows us to use it in a more conscious way, “which is what we were trying to achieve,” says Szalak.
Energy is, after all, a nebulous concept. Younger Yuno Energy customers will be amazed to know that, back in the day, the only way to assess your usage was to look at the electricity meter to see how fast its rotor disc was spinning.
Even today, trying to figure out usage retrospectively with other providers, often from a paper bill, remains difficult.
“What we are doing is making sure we explain it all in simple terms, with an app that’s easy to use and easy to understand,” he says. “Before we release any feature screen in the app, we contact a group of customers to show them live prototypes, to ask what they think and to make sure it’s clear and easy to understand. We then iterate and reiterate numerous times before releasing anything,” he explains.
This relentless focus on customer experience is what attracted him to the company initially, and what keeps him there.
“Every company says they are ‘customer centric’ when hiring. Then you join and, it just isn’t. That was just a tag line added to a job spec,” says Szalak. “But when I joined here it was the first thing I noticed. They weren’t messing around, this is how Yuno Energy truly works. It’s all based on what we can improve for customers, identifying pain points – and making their overall experience better.”
Join Yuno Energy now at yunoenergy.ie
