Npower have had a turbulent year in 2015, with company boss Paul Massara quitting his post in the wake of profits falling by almost two-thirds to £38m in the first 6 months of the year. This fall in profits came on the back of RWE implementing a new customer service structure in 2014. The new structure brought UK call centres back with only some services being outsourced abroad.
Npower designed this new customer service structure to address the high number of complaints they received in 2014 – figures released by Ofgem showed that more than a quarter of all Npower domestic customers complained to the company last year (BBC). So have Npower improved their customer service in 2015?
Subjectively, the company are trying hard to improve customer service. But Which’s latest survey shows a lack of improvement on 2014, as you will find out below.
Which data ranks Npower worst in UK for customer service
Npower finished bottom in Which’s 2015 energy companies satisfaction survey, and last out of all England, Wales and Scotland energy suppliers in the Which 2014 survey, below the other big energy suppliers as well as independent suppliers. But this doesn’t tell the whole story; Npower achieved just 1 out of 5 for customer service and just 1 out of 5 for dealing with complaints. Compare that to Ecotricity, who received 5 out of 5 and 5 out of 5 respectively, and you can see the gulf in performance. Here’s a table detailing Npower customer service performance:
Npower’s customer service, then, is short of the standards customers expect of them.
We will update this article with further Npower customer service reviews and ratings including performance statistics as and when they become available.