Npower is part of the Innogy group, a Europe-wide energy company based in Germany. It operates coal, oil, biomass and gas-fired power stations.
Npower is now majority owned by Eon, although the two remain separate companies for the moment. Previously, Npower planned to merge with SSE, but the deal was called off in December 2018, just a few months after the Competition and Markets Authority gave it the provisional go-ahead.
Then in April 2019 it became the supply partner of Sainsbury's Energy.
Npower supplies around 2.3 million customers.
Read on to find out what Npower’s customers think of it, and to see whether Npower offers value for money.
Npower customer score
We asked 7,355 members of the general public to rate their energy supplier to reveal the best and worst firms, according to their customers.
Npower score breakdown
See below for the breakdown of Npower’s score from our latest survey.
Then scroll down to find out more about Npower’s prices, where it gets its fuel from, and the latest on what Eon’s acquisition means for customers.
Which? verdict on Npower
Npower’s days at the very bottom of the table seem to be over. For several years in a row, it had the lowest customer score of all the energy companies included in our survey. But last year it moved clear of the bottom by a couple of places, and this year it’s well clear.
Its two-star rating for value for money equals that of the lowest-ranked suppliers. However, seven companies overall were rated poor for value for money by customers in our survey. These included British Gas, EDF Energy and Scottish Power.
Customers weren’t complimentary about Npower’s customer service, giving it a poor two-star rating overall. When we investigated , we found that Npower took 7mins 21secs on average to put us through to a human when we phoned its customer services.
While that’s significantly longer than average (4mins 24secs across firms we included), Npower was faster than rival Scottish Power, which took more than 21 minutes to answer our calls on average.It was much faster to use Npower's live chat; we found we got a human response in 2mins 29secs on average in our September 2019 investigation.
It scored slightly better on other aspects of service, including how it handles complaints. Npower still has a long way to go to rival the best firms, however.
Official data on how many complaints it receives show that Npower received a fairly high number of complaints in the first half of 2019 compared with other suppliers. There were more than 20 complaints per 1,000 Npower customers, while several firms received two or fewer.
Npower resolved just over half of these within two months. The best firms manage nearly 100% in this time.
Npower’s digital tools were considered average by customers, although just six firms in our survey achieved a higher score.
In recent years, our evaluation of Npower’s procedures and practices*, including for its product management and customer service, has found that Npower has a strong foundation for improvement. This year it had the third-highest score of the firms included, although it still has a lot of work to do to keep its customers satisfied.
Since Npower is now majority owned by Eon, customers may see changes over the next year. However, it’s business as usual for the moment.
Pros: Our analysis found its procedures and practices are better than those of many other suppliers
Cons: Poor value for money with poor customer service, according to customers
*Latest evaluation in September 2019