I have recently changed my energy supplier after staying loyal to one of the 'big six' for years. It's not that the supplier needed changing because of a gross lack of quality but, at the same time, I didn't just stay with them because they were particularly great. No, the real reason I changed is because I realised there is an alternative.
It is crucial to hire individuals with communications skills with passion for transparency and relationship building; unless the purpose is to tick a box internally. Such approach will just give opportunities to job title driven individuals and wasting originations' resources while increasing customer dissatisfaction.