Energy and Utilities

Qualitative Research and Mystery Shopping

For a number of years FDS has undertaken an annual programme to assess the effectiveness of npower energy efficiency helpline.

This npower helpline offers advice to customers seeking to reduce energy use and expenditure. The programme developed by FDS over 9 years combines customer satisfaction and mystery shop audits, benchmarking npower performance with services offered by competitors.

Link to npower website: http://www.npower.com/At_home/Energy_efficiency.html