Clarity of Customer Communications

We know that energy can sometimes be confusing. From understanding how we calculate customer bills to how we sell our products, we want to make sure that our customers find our communications clear and easy to understand. We are taking steps to become more transparent, from improving our customer communication to providing Tariff Guides to new customers to make sure all of our customers understand what they pay for, why and how we can help them to save money and use less energy.

In 2011, we launched our Tariff Guides to provide new customers, or those changing their tariff, with a concise overview of the full features and benefits of their chosen product. We also made changes to the information we provide on our customer bills, to give more clarity and provide more helpful information on who to contact.

We recognise that our customers increasingly use online and social media platforms as a way to communicate and interact with companies as well as social networks. In 2011, we made a number of changes to our customer website, npower.com, to make it more user-friendly and improve the customer service we offered online.

We also launched a company Twitter feed, @npowerhq. The twitter feed is managed and updated by a team of npower representatives, including our Chief Operating Officer, Kevin McCullough. We use social media as a way to communicate news, updates and discuss energy-related topics. The Twitter feed is also a customer services channel for npower customers who have a question about their account. Our Brighter Energy Debate website also gives customers the opportunity to ask questions about npower and the energy industry. It is supported by a panel of experts, people who work at npower, to answer customers’ questions and join the energy debate.