We'll Call You - Npower


Mole is dreading this winter's energy bills as much as the next mammal, so we were thrilled when we read that our supplier would have to help us save.

Npower (Answers after Mktg has been on the phone for several minutes and gone through a series of options.) Good afternoon, Npower, how can I help?

Mktg Hi, I've seen the stories in the papers about there being changes to the way energy companies talk to their consumers. Does this mean I'm going to start receiving letters from you about how I can save money?

Npower I'm not sure, we haven't had any briefing on that yet. Normally we'd be able to advise you about how to save money anyway. Can I take your account number?

Mktg I'm at work, I don't have it on me. The paper says energy companies have agreed to write to consumers about how to get the cheapest deals that could save them hundreds of pounds.

Npower We've always been able to tell customers that if they've signed over to direct debit then it can save you £100 a year, that sort of thing.

Mktg There's information here about energy companies having to tell people about cheaper tariffs if they are available. Does it mean I'm being overcharged?

Npower No. It depends on how customers pay. If you pay by direct debit you get a discount, if you manage your account online you get a cheaper bill than if you receive a paper copy.

Mktg But this article looks like it's talking about showing who is the cheapest on the market.

Npower Customers have always been able to find out who is cheapest in their area using things like Moneysupermarket.

Mktg But it seems to be something the government has said that energy companies have agreed to ...

Npower It seems to be the type of thing that we do anyway.

Mktg OK, thank you.

Npower Thank you very much for your call.


It took too long to get through to a real person and, when we did, the call-handler had not been briefed on the consumer energy summit. Considering it was held the day before the call, reported on in the national press and attended by the prime minister, Npower should have better prepared its staff.

Score 4/10


Before commenting please read our rules for commenting on articles.

If you see a comment you find offensive, you can flag it as inappropriate. In the top right-hand corner of an individual comment, you will see 'flag as inappropriate'. Clicking this prompts us to review the comment. For further information see our rules for commenting on articles.

comments powered by Disqus
Brand Republic Jobs

subscribe now


Lynx tells men not to leave love to fate
HBO captures awkwardness of watching sex scenes with parents
Primark to open first US stores with Boston chosen as flagship location
Marketing spend on the up but a reality check is needed before celebrating
Top 10 ads of the week: Jackpotjoy and BT Broadband fend off Kevin Bacon
Lidl beats Tesco to 10m Facebook fans
Center Parcs ad banned for encouraging parents to take kids out of school
Coca-Cola, Cadbury and Amazon named top brands for targeting youth market
Leaked document shows Nokia to be rebranded as Microsoft Mobile
Nike lays-off hardware staff in move that casts doubt on future of FuelBand
Greenpeace says save the bees or humans will die
What brands need to know about changes to VAT and online downloads in 2015
Jimmy Savile victims urged to claim compensation in new ad campaign
UKIP launches biggest  ad campaign and stirs up 'racist' accusations
Apple boss Tim Cook provides voiceover on ad touting firm's renewed green commitments
John Lewis walks consumers through its history to celebrate 150 years of business
Waitrose boosts content strategy with 'Weekend Kitchen with Waitrose' C4 tie-up
Hottest virals: Cute puppies star in Pedigree ad, plus Idris Elba and Fruyo
Amnesty International burns candles to illuminate new hope
Toyota achieves the impossible by calming angry Roman drivers
Tom of Finland's 'homoerotic' drawings made into stamps
YouTube reveals user habits to appeal to 'older' marketers
Ex-M&S marketing chief Steven Sharp consulting at WPP
Wolff Olins reveals new CEO after Apple poaches Karl Heiselman
Glasgow offers £30,000 prize to best digital idea for 2014 Commonwealth Games
Google's revenues surge but shares drop as it grapples with transition to mobile
Facebook beats Twitter to most 'marketing friendly' social media site crown, says DMA
Fableists believe children like Finn should be outdoors enjoying life
Homebase, Baileys and Camelot join the line-up at Media360
MasterCard renews Rugby World Cup sponsorship to push cashless message