We warmed up the words of this ‘Big 6’ energy supplier.

Npower is one of the biggest energy suppliers in the UK, but their brand image had taken a beating. Problems implementing a new IT system caused a service crisis — and a mountain of service complaints.

Based on evidence that natural, friendly language will help to build trust, we created a series of in-depth workshops to help Npower get their words right. And we harnessed gaming technology, creating a tone of voice app that could run on their intranet.