Npower chief executive to take a pay cut over poor customer service


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The Independent Online

Npower's chief executive said he would receive a reduced bonus after the energy firm came under fire over the number of complaints it has received for its poor customer service and billing errors.

Paul Massara made the admission despite saying a matter of weeks ago that the idea of giving up a bonus was a “gimmick”, in response to rival energy boss, Sam Laidlaw of Centrica, forgoing his over anger towards rising energy prices.

Watchdog Ofgem warned it had worries over “serious deterioration” in the quality of npower’s customer service, with Massara being forced to write to 3.4 million customers over billing issues such as statements failing to go out on time.

“The fact is we haven’t delivered the customer service they deserve,” he told Daybreak. “When the board sit down and review my bonus, they will reduce my bonus because I haven’t actually delivered for customers.”

He also said the public now viewed energy companies in the same light as bankers, adding: “Unfortunately, trust has broken down in key areas of society. It’s not just us, it’s bankers, it’s MPs, it’s all sorts of areas.”