npower Bill Gets Top Marks For Plain English And Clarity
on: February 03, 2010, 4:12 am
npower is introducing new bills for its customers. The new
bill, based on extensive research and feedback from customers, call
centre staff and consumer groups, has received the Plain English
Campaign’s Crystal Mark for clarity for its information page.
The front page of the new bill has been designed with a 'less is more' approach.
It is extremely clear and easy to read, with the front page summary now simply
showing the customer's account details; npower's customer service number; exactly
how much the customer owes or is owed; whether the bill is estimated or based on a
meter reading; and emergency contact details.
On the second page, there is a 'jargon buster' section, which clearly explains the
unavoidable technical terms that have to be included on any energy bill, such as
'calorific value' and 'correction factor'. It also talks customers through
'what’s a watt?' and explains exactly how npower works out customers' bills.
The third page, detailing how the customer's account balance has been calculated,
has been amended to make the calculations clearer and also includes an energy usage
graph so that customers can compare their usage over a set period of time to the
corresponding period the previous year.
"Our discussions with customers and stakeholders have told us that people want
their energy bills to be clearer and simpler; they want to know how much they have
to pay and how that amount has been calculated," explained Chris Johnson, managing
director of npower's retail operations.
"This is just one of the ways in which we’re working hard to improve our service to
customers: we're committed to listening to our customers, understanding what they
want, and delivering products and services that meet their needs."
npower has 6.6 million residential gas and electricity accounts
throughout the UK. npower is a market leader in renewable energy. Consumers can join
the energy industry discussion on npower's interactive debating website - the
brighter energy debate, where they can post their questions, views and comments.
npower is dedicated to helping UK businesses use energy more efficiently and
therefore spend less money on their bills. It aims to have a positive impact on the
communities it serves and reduce customers' carbon footprints whilst always
npower hometeam installs, and services boilers, in addition to offering boiler
repairs and a wide variety of heating cover options in conjunction with homeserve.
For media information please contact the npower press office:
Press and Public Relations
0845 070 2807