Local Heroes – Helping British Gas develop an effective proposition and strategy for the on-demand market
Local Heroes is a new venture from British Gas, designed to become part of the growing on-demand services trend. The online tool gives customers instant access to book local tradesmen with a transparent price and backed up with a British Gas 12-month guarantee.
White Space were involved at the start of the project when they were asked by British Gas to analyse the on-demand market and help to develop an effective proposition and strategy. This market analysis allowed British Gas to pilot the Local Heroes concept. Although the project has only been running for nine months’ feedback from customers has been incredibly positive, recording an NPS of 65. The service is available in 16% of the UK, with aggressive plans for a nationwide roll-out over the next 6 months.
Mat Moakes, Head of Commercial at British Gas found the analysis by White Space fundamental in their decision-making process:
“White Space were able to help us analyse the on-demand market, and how we could make the existing business better. Once you drilled down into the detail we thought it would be much easier to start again and create something completely different and build it around the dynamics of the customers in the market. That’s exactly what we did, and Local Heroes was born!”