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.

VERDICT

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

Want to read more? For the full transcription go to marketingmagazine.co.uk/comment.

Discussion

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

Latest

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
Lynx unleashes £9m 'Peace invasion' campaign
Social Brands 100 Youth: Pizza Hut most social youth brand in UK
Cheryl Cole is wild and arresting in new L'Oreal work
Morrisons told not to show alcohol ads during YouTube nursery rhymes
O2 head of brand Shadi Halliwell departs after 23 years at company in restructure
Tesco hit by further sales decline as it turns to digital Clubcard and social network
Branding guru Wally Olins dies aged 83
Duracell short film captures epic Transatlantic voyage
Ash runs Tinder experiment to show smokers are less desirable to opposite sex
British Airways teams up with Gerry Cottle Jnr for summer of rooftop film screenings
Arklu says 'girls can be superheroes too' with doll design competition
Coke enters squash market with Oasis Mighty Drops
Virgin Galactic signs up Land Rover as space flight sponsor
Motorola marketer Andrew Morley departs as Google gears up for sale to Lenovo
US Airways apologises after tweeting obscene image at a customer