Marketing Mole: We'll Call You - Npower

Mole's looking to change burrow soon, but we don't want to be stuck without heating in our new hole. Can Npower convince us that it will keep the gas flowing?

Npower Good morning, Npower, how may I help you?

Mktg Good morning. I'm not sure if I'm through to the right number. I'm likely to be moving house soon and am looking into energy providers. Can you help?

Npower Yep, I can help with that. My name is (gives name). Can I take your name please? (Mktg provides name and address.)

Npower Is that your old address?

Mktg That is where I live at the moment, but I'm likely to be moving to the West Midlands soon.

Npower Could I have the postcode for your new address, please?

Mktg I haven't actually got one yet, I'm just looking into energy providers. I've been reading that some of the energy companies are having problems with gas shortages, so I was wondering if that is something that Npower has been having problems with.

Npower No, not at all. Not that I've heard of, anyway. If you're looking online, you're better off looking at our 'Go Fix' tariff. That is one of the best to use.

Mktg What is that about?

Npower That is our cheapest tariff, so if you are looking for any quotes online that is what you are best off looking at.

Mktg And with the winter weather, is that the best tariff for me to look at?

Npower That is the cheapest tariff all round.

Mktg So once I have finalised my address, is it best to come back to you or to go online?

Npower What I can do is give you my name and extension. Some people do it online, but some people prefer to speak to people. (Provides name and direct freephone number.) Dial and ask for me, and someone will put you through.

Mktg Thank you very much.

Npower You're welcome. Good luck with your move.


The call-handler was very friendly and polite, and happy to provide information on products. However, with so many stories about gas shortages in the media over the past couple of weeks, she seemed very unprepared for questions about this, even if only to categorically reassure me that Npower was unaffected.

SCORE 7/10

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