Tapping into the TPIs
It may sound obvious, but if you want to know how you’re doing, ask the people you’re doing it for. For us, that means talking to our customers and also providing ways to hear their views and ask for their feedback to specific topics.
This month, we launch a new online community panel for the many consultants we work with. It comes almost a year after we went live with our customer panel, Business Voice. As we’re delighted with how well that’s become established, we hope to replicate its success with a more focused forum for third party intermediaries (TPIs) called Consultant Voice.
TPI Code of Practice
A big issue for TPIs currently is the introduction of the TPI Code of Practice, so that will be one of the first topics we’ll cover.
This code is due to come into force at the end of 2015, and Ofgem is yet to confirm exactly how it will work. We do know that suppliers will have a licence condition that requires us to deal only with TPIs accredited under the code, and that the code will cover the sales processes. We have a team working with Ofgem and will be reporting developments as they occur.
Communicating to customers
Another topic on the agenda for the new panel is inviting feedback on the new npower Customer Welcome Packs. We’d like to hear what consultants think and whether or not the packs serve our mutual customers in the best way.
Over the past year, we’ve had hundreds of responses through Business Voice, and this input has made a real difference in many areas.
For example, we’ve run a consultation on time periods for fixed contracts and gathered research into a new online trading platform for flexible contract customers. We’ve also redesigned our invoices based on the feedback we received to the various options under consideration.
Latest news and updates
As well as asking for input such as this, Consultant Voice will also feature industry updates including policy and regulation developments, plus npower news on new products and events.
Once you sign up to either panel, there is no obligation to participate – but whenever you do, you’ll have the opportunity to win Amazon or other vouchers.
We believe it’s a great opportunity for consultants to tell us how npower Business Solutions can improve our products and services, as well as comment on matters that affect the wider energy market as a whole.
So if you’re one of our valued TPIs, please sign up here. You’ll be directed to Consultant Voice once you’re registered. And if you’re a customer who’s still not joined Business Voice, please sign up too!
Wayne Mitchell is industrial & commercial markets director at npower.
This is a sponsored article.