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NPower in last place for customer service


NPower have ranked bottom in a customer service league out of 100 brands, completed by consumer group Which?.

First Direct came out on top of the survey, which covered 100 of the UK’s biggest brands across the banking, telecoms, energy, retail and travel industries. The survey of over 3,000 customers focused on customer service of brands, not on the quality or value for money of the products they offer.

The brands in the top five included, soap and toiletries shop Lush, department store John Lewis, cookware retailer Lakeland and supermarket Waitrose. The lowest three brands were Npower, Scottish Power and Ryanair. All of the “Big Six” energy companies landed in the bottom fifth of the survey, with none of them scoring more that 2 stars out of 5 for making customers feel valued.

In the energy company customer satisfaction survey, conducted by Which? in 2014, Npower also came last out of 17 energy companies.

The top 3 customer service gripes were automated telephone systems, being passed around to lots of people and annoying hold music.
Richard Lloyd, Which? executive director said:
“The Big Six energy companies have now hit rock bottom for customer service and, with record high levels of complaints, it is clear just how far they still have to go to put things right for their customers.
Good companies know the value of customer service, so it’s disappointing that some of our biggest firms seem to have a lot to learn about keeping their customers happy. This survey should be a wake-up call for the companies with the lowest customer scores.”

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