Fix it on the Spot

At Octopus Energy, employees are trusted to make decisions in the moment — including compensating customers or resolving issues without escalation. Clear intent replaces rigid rules: deliver great customer outcomes.

This removes friction, speeds up decisions, and creates accountability at the point of work.

Inspired by:

Octopus Energy

Growth Culture Element:

Empowerment

Growth Culture Subcomponents:

Decision Ownership, Trust & Autonomy

Why it matters:

Delays and escalation kill momentum and customer experience. Ownership at the front line drives speed and quality.

Who can implement:

Leaders, Managers, individuals

How to get started:

Define a clear decision boundary (e.g. spend threshold). Communicate the intent behind decisions (customer-first). Remove approval steps for low-risk actions. Reinforce good judgement through examples.

Explore more:

https://www.make-it-human.com/post/culture-stories-the-octopus-energy-way-autonomy-in-service-of-customers