Really poor OVO meter reading requests and customer service

Notion

Shouldn't meter readings be quick and easy, no mucking about, get it out of the way? Well, OVO don't feel the same, they see meter reading email requests as a way to buddy up to their customers (in a false and confusing way - see the email below). Problem is what if their customers don't speak English very well? or, are elderly? Or just want a straight-forward request to read the meter without having to double-check that they haven't misunderstood something?

For me, energy supplies are something that I want to be solid and safe, not frivolous and casual. It looks like it's written by some kid on work experience.

Another concern, was that when I contacted them about it, they really didn't give a damn which doesn't bode well for their customer experience.

This is going straight to the Plain English Campaign and you can guarantee I'll be switching when my contract expires.


THE EMAIL

Hello there,

Your next statement’s just around the corner, so here’s a little nudge to give us your meter readings. Jump onto My Ovo and shortcut straight to the spot: [website address]

Take control online

There’s (so) much more to My Ovo than meter readings. Have a shufty through your statements, tweak your details, compare your usage (we could go on…)

Log on 24/7 at [website address] with your Ovo ID 000000000

Ready to read?

Meter readings are a breeze (even the dials!) when you know how. Download our guide here: [website help address].

And that’s it from us for now – any questions, shout.

The Ovo Team

END OF EMAIL

Why couldn't they simply say something like this...?


Hello there,

Your next statement’s due, so we'd be really grateful if you could send us your meter readings.

It's quick and easy, just follow this link:
[website address]

There are many other things you can do once you are logged in, such read your statements, edit your details and compare your usage.

Log on at [website address]
Your Ovo ID is: 000000000

Need help reading your meter?
It's really easy but if you want some help, download our guide here: [website help address].

If you ever have any questions, just contact us
email
telephone
link to contact form

The Ovo Team

starrystarry

I don't see anything wrong with their email, personally.

gik

Perfectly understandable and to suggest that someone elderly would have the remotest chance of not understanding it is ludicrous. I'm not sure what's difficult to understand about '...give us your readings...'?

Robin9

I'm a pensioner and I really like OVO's refreshing approach. Their website is a delight to navigate around, provide readings, change DD's. Other providers take note.:j:T

Hazzanet

I must admit that I'm not a fan of their communication style. At the end of the day, they supply my electricity; we're not 'mates', I don't want to be nudged and I don't want to shout when reading my meter isn't a breeze.

Refreshing? Perhaps to some, but along with Notion's sentiments, it's not particularly suited to everyone's palate.

MABLE

Hazzanet wrote: »

I must admit that I'm not a fan of their communication style. At the end of the day, they supply my electricity; we're not 'mates', I don't want to be nudged and I don't want to shout when reading my meter isn't a breeze.

Refreshing? Perhaps to some, but along with Notion's sentiments, it's not particularly suited to everyone's palate.

Everyone wants to be your friend these days. I much preferred it when you were formally addressed rather than this buddy approach.

Notion

Thanks for the comments and interesting to see that a couple of you like it. The thing is, that everyone who has replied to this thread is literate and intelligent, you hang out on forums, you have opinions - but not everyone is like you. Anyone who disagrees with my issue (and thank you for doing so, I posted this to see what repsonse I would get) has to put themselves in other people's shoes. I know at least two older people who would find this unnecessarilly confusing and several foreign friends and colleagues who speak excellent English yet wouldn't know what 'shufty' means. Loose, freestyle language like this adds a cognitive load (i.e. makes you think harder). I read it a couple of times just to double check that I hadn't missed something - its a bit like a confusingly worded opt-out box.

Out of interest, how would anyone feel if their council tax bill was written like this?, or car insurance renewal, or HMRC self-assessment reminder? As I say, I think some thnigs should be witten in clear English, and this oversteps the mark.

Andy_WSM

Notion wrote: »

Out of interest, how would anyone feel if their council tax bill was written like this?, or car insurance renewal, or HMRC self-assessment reminder?

I'd be rather surprised if they were, but it wouldn't bother me enough to complain about it. I'd think it made a refreshing change. Life is pretty dull at times, how nice would it be to get nudged by your insurance company or to take a shufty to the tax office? Fun fun fun!

martinthebandit

I too know at least one elderly person who would find the email confusing.


But as they don't have a computer, have no idea how to use the internet and have never sent or received an email in their life etc I don't think its going to be much of a problem.

To be honest, anyone who has signed up to manage their fuel bills on line is not going to have a problem with that email.

[Deleted User]

Dreadful email, "have a shufty " "heres a little nudge ""jump onto my Ovo " "meter readings are a breeze " etc. I `ve never seen such a sloppy email as that in my life from any company. They are supposed to be neutral, and communicating clearly, not a script like something out of "Minder " I cant make my mind up if the author of that email was either 18 years old or 65. With words like "shufty " probably 65

Cardew

Notion wrote: »

As I say, I think some thnigs should be witten in clear English,

Tend to agree with your main point, the next step will be a letter using 'Text talk'.

Take a shufty at the link below!

http://www.webopedia.com/quick_ref/textmessageabbreviations.asp#W