npower overhauls online account management

npower has revealed updates to its website and mobile app for Apple and Android devices in response to customer feedback.

Aiming to be number one for customer experience by 2015, npower has adopted a customer-centric approach across its entire business including its online strategy, which is being driven by insights from customer research and usability studies.

The help and support pages on npower.com – which are used by around two thirds of visitors to the website – have been upgraded to make ‘self service’ much easier, as customer feedback shows people increasingly prefer to pay their bills and send in a meter reading online.

Customer feedback has also shown people want “no surprises” when it comes to energy usage and bills. To help, npower is launching an online Energy Tracker tool, which is fully integrated with live customer account data and allows people to see how much energy they’re using and compare data year on year.

npower is seeing a year on year 50% increase in mobile traffic, with one in five customers now viewing npower.com from a mobile device, so all npower’s self service web pages have been upgraded to use responsive design (so the website changes to fit the size of the device they’re being viewed on.)

The upgrades to the Apple and Android app are designed to give customers more choice in the way they manage their account in real time. New functionality includes the option to pay bills, submit meter reads, see current bills and payment history and request meter read reminders.

Jon Drinkwater, npower’s head of digital comments, “As a business, everything we’re doing is being driven by our customers: they’ve told us what they want to see and today’s changes are the first in a series of improvements we’re planning this year, all delivered with the customer in mind.

“We know it’s a matter of months before more people access our website on a mobile device than through their desktop, and today’s upgrades will make this much easier.”

Visit npower.com/account to view the online account changes, or npower.com/app to find out more about the new app, or go straight to Google Play or the Apple App Store to download it.