Npower launches simple new-look bill ahead of cutting the number of tariffs offered
Npower has unveiled its new look customer energy bills, designed to cut out the clutter for customers.
The refresh is one of the steps the energy provider is taking, along with cutting the number of tariffs it offers to four, to better its customer experience.
Research carried out over the last 18 months revealed that customers found their energy bills confusing and more complicated than other household bills. Two main customer groups were also identified, ‘skimmers’ and ‘checkers’ – those who only glanced at their bill and those who wanted more information and detail around energy usage.
The new look bill reflects the findings with the most important facts placed on the front page for ‘skimmers’ and a facts section for ‘checkers’, complete with more detailed information, including energy saving advice and examples of how much energy appliances use.
Colour coding has been employed to aid navigation between sections with industry jargon such as ‘your monthly payment has increased’ or ‘please pay’ removed.
“At the start of the year, I announced our intention to be number one for customer experience – and said we had to get back to the fundamentals of how we treat our customers. To do this we are cutting out the clutter," commented Paul Massara, npower CEO.
“We’ve been reviewing the way we do things and talking to hundreds of our customers: based on their feedback, we’ve created a simple and clear new bill that I believe is the best in the industry. We are also cutting the number of tariffs down to four by October, and are moving our customers onto them.
“Together, these two changes will make it much easier for customers to understand how much energy they are using, what they are paying for and whether they are on the best possible tariff.”