2009 targets

Customer focus is vital to our success.  We aim to provide all our customers with excellent service as we believe that this is the best way to grow our customer base. We are committed to selling our products responsibly and protecting vulnerable members of society.

Sell our products responsibly and improve service to our customers

In 2009 we will implement new measures to reduce the number of sales complaints to less than 0.5% and less than 2.5% of total gross residential and business sales respectively, and significantly improve the perception of the npower brand.

Provide services for vulnerable consumers

We will continue to offer a broad range of support services for our vulnerable customers, and aim to increase the number of vulnerable customers who we have provided assistance to over the coming years.  We will continue to ensure that all our front line service centre staff are trained in vulnerable customer awareness.