Wed 3 Feb 2010
npower Bill Gets Top Marks For Plain English And Clarity
Posted by EPR Network under Business, Consumer Services, Energy, Featured, Society
Released on: February 03, 2010, 4:12 am
Author: npower
Industry: Energy
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.
