Help / FAQs

The questions and answers below cover a number of topics that we've been asked about before – if you can't find the answer to your specific question, please contact Claire, the Business Voice Community Panel Manager, here.

General

Q: What is Business Voice?

A: Business Voice is an online community where business energy users, whether supplied by npower or another energy company, are invited to give their opinions on a number of different topics – from feedback on products and services through to more general things about your life and what you get up to. The Business Voice community is a members-only panel where business energy users have agreed to participate in online activities to provide npower with information about their experiences of various products and services. You can find Business Voice at businessvoice.npower.com.

 

Q: What are Business Voice members expected to do?

A: To become a member of Business Voice, you’ll have to register and answer a few questions about yourself. After you've successfully registered, we’ll ask you to complete some sort of online activity – either a survey or discussion group - around once or twice a month. Activities cover various topics - we try to make them as interesting as possible and try to send ones that are relevant to you.

 

Q: What do I get in reward for contributing to Business Voice?

A: Membership of Business Voice is intended as a tool for fostering communication and dialogue between you and us – creating a relationship where we listen, value, act and feed back to you on the difference that your opinions have made for us. There is no payment or equivalent cash reward for being a member or taking part in Business Voice activities. However, to reflect the value that we place on participation in Business Voice, we’ll have monthly prize draws and some more involved activities such as discussion groups will have a cash incentive for all those who take part. Details of the prize draws and their terms and conditions can be seen here.

 

Q: Is there ever a cost for membership of Business Voice?

A: Membership of Business Voice will not cost you anything. However, you’ll be responsible for covering any costs you incur by being online.

 

Q: How long will I be a member of Business Voice?

A: We’d like you to participate in Business Voice on a continuous basis. You can stay in the Business Voice panel for as long as you like and you don’t have to respond to all activities to which you’re invited. However, if you don’t participate at all during a 6 month period, then we may terminate your membership.

 

Q: Who is Verve?

A: Verve Partners Limited ("Verve") is an independent market research company that specialises in building and managing online communities. Verve is responsible for the maintenance of the Business Voice website, programming and hosting activities, and community administration. Further information about Verve can be found at www.addverve.com.

Research activities

Q: How do I take part in a Business Voice activity?

A: You’ll be notified of a new activity by email. You then follow the simple instructions in the email or log on to businessvoice.npower.com and access the survey or forum topic from the homepage or forum section of the site.

 

Q: After I receive an invitation to take part in a survey, how soon do I have to complete it?

A: We usually ask that surveys be completed within 10 days. However, some surveys may have a shorter turnaround time and others longer. Some completion deadlines may be extended. If you have trouble completing a survey on time, don't worry, you can always participate in the next one.

 

Q: How are the results of the research used?

A: The research will be used by npower in on-going research into existing and new products and services. Research may also be published in the press and in npower marketing material.

 

Q: What if I have questions about completing a survey?

A: Please email our support team by clicking here.

Do you need us to resolve a technical problem to do with Business Voice?

If you need us to resolve a technical problem, please email our support team by clicking here.

If your technical problem is about npower or another service provider, please contact them directly. You can contact npower by visiting http://www.npower.com/Business/Customer-services/Contact-us/

 

Q: How quickly will someone respond to a message I send to the help desk?

A: We try to respond quickly to member enquiries, and are committed to maintaining a high level of service. On average, we aim to respond to messages within 24–48 hours if an enquiry is submitted during normal office hours and on the next available working day if an enquiry is submitted at the weekend or on a bank holiday.

Privacy

Q: What about privacy? What rights do I have as a Business Voice member?

A: We value member participation in Business Voice, so we’re committed to your right to privacy. You should read both our Privacy Policy and our Terms and Conditions for more information on how we protect your privacy.

 

Q: Will my personal information be given out to anyone without my permission?

A: No, all the information you provide to Business Voice is for market research purposes only. In some activities, we’ll ask whether you’re willing to be re-contacted by npower about the content of that activity. If you say yes, we may pass your email address and responses for that activity to one of our researchers. In all other cases, the information you provide is confidential. You’ll receive no advertising or solicitations as a result of your participation. For more information, visit our Privacy Policy and our Terms and Conditions.

 

Q: Will my answers to surveys and other activities always be used anonymously?

A: Your answers will be combined with those from other Business Voice community members, and reported at an aggregate level (e.g. 20% of community members think xxxx). The only time we would quote you personally is if a researcher follows up your response with your permission (see above) and you agree with the researcher to be quoted. In all other cases, comments will be used anonymously attributed to only your first name.

Login and password problems

Q: When I try to login, I receive an 'invalid email address or password' message.

  • Usernames and passwords are case sensitive so make sure the caps lock is turned off. It may also help to clear your cache in case your browser has saved an incorrect username or password. Please visit the help section of your internet browser to learn how to clear your cache, cookies, and temporary internet files.
  • Check that you're using the exact email address that you used to register, if it's not exactly the same then it won't work!
  • If you can’t remember your login email, please click here
  • If you can’t remember your login password, please click on the ‘Forgot password?’ link on the Login page and enter your email address. We’ll send you an email containing a temporary new password that you can change to something memorable to you.
  • Need more help?
 

Q: My login password is not working.

  • Usernames and passwords are case sensitive so make sure the caps lock is turned off. It may also help to clear your cache in case your browser has saved an incorrect username or password. Please visit the help section of your internet browser to learn how to clear your cache, cookies, and temporary internet files.
  • If none of the above work, please click on the ‘Forgot password?’ link on the Login page and enter your email address. We’ll send you an email containing your new password.
  • Need more help?
 

Q: I have forgotten my password.

  • Not to worry, simply click on the ‘Forgot password?’ link on the Login page and enter your email address. We’ll send you an email containing a temporary new password that you can change to something memorable to you.
  • Need more help?
 

Q: I would like to change my personal details.

  • Please go to the Your details page. Here you’ll be able to change your display name, first and last name, and reset your password. You’ll receive an email from the support team confirming any changes.
  • Need more help?
 

Q: Other technical error.

  • The support team is only able to deal with questions about the Business Voice website or surveys. Please direct technical issues with any other npower website, or customer service issues, to the npower Customer Service team:
  • Visit http://www.npower.com/Business/Customer-services/Contact-us/ to get help with any npower related questions. Alternatively you can contract npower directly on 0845 166 3360 to get help with any electricity, or 0845 166 3320 for gas related questions.
  • If you’re having problems which aren’t covered by the previous categories, please email our support team by clicking on the ‘Need more help?’ link below.
  • Need more help?

Forum / survey problems

Q: Do I need special computer hardware or software to participate?

Business Voice activities are designed to run quickly and easily on most computer systems. All you need is:

  • Access to a recent version of one of the common internet browsers.
  • An email account.
  • A web camera and sound card (this is required for some of the more interactive community features, but is not compulsory for community membership).
  • Some of our surveys also require you to download Adobe Flash Player – this is not compulsory for community membership, but will enable you to access all of our surveys. To download Adobe Flash Player, please click here.
  • Need more help?
 

Q: I am not able to access the survey you have emailed me.

Have you downloaded Adobe Flash Player?

  • To complete some of our surveys, you will need to download Adobe Flash Player. This makes the user experience richer, more rewarding and enjoyable for our members and without Adobe Flash Player you may be unable to view, complete, or submit surveys. To download this, please click here. If you have previously downloaded Flash and wish to view pages on Flash troubleshooting, please click here.
  • If you have downloaded Adobe Flash Player and are still having trouble accessing the latest survey, please email our support team by clicking the ‘Need more help?’ link below. In the email you send us, please can you copy and paste 1) the error message you have received, and 2) the subject line from the survey invite email.
  • Need more help?
 

Q: I am not able to complete / submit the survey you have emailed me.

Have you downloaded Adobe Flash Player?

  • To complete some of our surveys, you will need to download Adobe Flash Player. This makes the user experience richer, more rewarding and enjoyable for our members and without Adobe Flash Player you may be unable to view, complete, or submit surveys. To download this, please click here. If you have previously downloaded Flash and wish to view pages on Flash troubleshooting, please click here.

Have you filled in all survey fields?

  • To submit a survey, all required fields need to be filled in – so double check that you have completed all required rows and columns.

Have you only used whole numbers when entering numerical data?

  • Surveys can only take whole numbers, so check also that you have used only whole numbers when entering numerical data (e.g. 99 but not 99.99).

Other:

  • If you have checked all of the above, and are still having trouble completing or submitting a survey, please email our support team by clicking on the ‘Need more help?’ link
  • Need more help?
 

Q: Survey pages are not fully loading.

Have you downloaded Adobe Flash Player?

  • To complete some of our surveys, you will need to download Adobe Flash Player. This makes the user experience richer, more rewarding and enjoyable for our members and without Adobe Flash Player you may be unable to view, complete, or submit surveys. To download this, please click here. If you have previously downloaded Flash and wish to view pages on Flash troubleshooting, please click here.
  • If you have checked all of the above, and are still having trouble completing or submitting a survey, please email our support team by clicking on the ‘Need more help?’ link
  • Need more help?
 

Q: I do not know how to answer certain survey questions.

  • Alongside all of our questions there should be an explanation which clearly states how the question should be answered. If this explanation is not clear, please email our support team to let us know, by clicking on the ‘Need more help?’ link.
  • Need more help?
 

Q: Other technical error.

  • The support team is only able to deal with questions about the Business Voice website or surveys. Please direct technical issues with any other npower website, or customer service issues, to the npower Customer Service team:
  • Visit http://www.npower.com/Business/Customer-services/Contact-us/ to get help with any npower related questions. Alternatively you can contract npower directly on 0845 166 3360 to get help with any electricity, or 0845 166 3320 for gas related questions.
  • If you are having problems which are not covered by the previous categories, please email our support team by clicking on the ‘Need more help?’ link below.
  • Need more help?

Customer service issues

Q: I have a customer services issue regarding npower.

  • The support team is only able to deal with questions about the Business Voice website or surveys. Please direct technical issues with any other npower website, or customer service issues, to the npower Customer Service team:
  • Visit http://www.npower.com/Business/Customer-services/Contact-us/ to get help with any npower related questions. Alternatively you can contract npower directly on 0845 166 3360 to get help with any electricity, or 0845 166 3320 for gas related questions.
  • If you are having problems which are not covered by the previous categories, please email our support team by clicking on the ‘Need more help?’ link below.
  • Need more help?
 

Q: I have a suggestion.

  • If you think we can improve how we do things in our surveys or the Business Voice website, then we want to know. Click here to let us know what you think.

Unsubscribe me

Q: I would like to unsubscribe.

Your views are important to us and we’re sorry you wish to unsubscribe from Business Voice. If you’re sure you wish to unsubscribe from Business Voice, please click here.

Your views are important to us and we are sorry you wish to leave Business Voice. Thank you for taking part so far.

Do you need us to resolve a technical problem with Business Voice?

If you need us to resolve a technical problem, please email our support team by clicking here.

If your technical problem is about npower or another service provider, please contact them directly. You can contact npower by visiting http://www.npower.com/Business/Customer-services/Contact-us/.

Unsubscribe me:

If you are sure you wish to unsubscribe from Business Voice, please click here.

Other

Q: I have a question that doesn't fit into any of the above categories.

  • The support team is only able to deal with questions about the Business Voice website or surveys. For suggestions about npower, and suggestions for the npower Customer Service team:
  • Visit http://www.npower.com/Business/Customer-services/Contact-us/ to get help with any npower related questions. Alternatively you can contract npower directly on 0845 166 3360 to get help with any electricity, or 0845 166 3320 for gas related questions.
  • If you are having problems which are not covered by the previous categories, please email our support team by clicking on the ‘Need more help?’ link below.
  • Need more help?