New Npower chief targets 2015 customer satisfaction top spot

The new Npower chief executive, Paul Massara, has committed to make his company the industry's number one for customer experience by 2015.

The commitment comes days after Npower finished bottom of a Which? customer survey, with only a 39 per cent satisfaction rate.

Paul Massara said: "We have to get right back to the fundamentals of how we treat our customers and make sure we're giving them what they want."

"The changes we need to make are not going to happen overnight - but watch this space - the changes start here."

In a bid to boost their customer satisfaction rating, Npower has launched a 'voice of the customer' programme, which will analyse all customer feedback to help shape future initiatives and business decisions.

Author: Paul Newton,

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