App Version 2 - WE NEED YOU!

Hey everyone, I hope you're okay!

The news you've been waiting for is finally here! We're looking for 10 E.ON Next customers to help with the design of our much anticipated E.ON Next app!

There's a few things we need from you though!

• We need Android and iOS users - either is fine, a mix would be great!
• It kind of goes without saying, but you need to have a mobile device! :)
• We'd need you to have a 20-30 minute phone call with our Design Team to run through the designs and let us know what you think about them.
• Ideally you'd be happy for us to record the session, so we can get the most from your feedback and don't miss any of it!
• Testing times would be arranged to suit you, but we're looking to complete the testing this week and next - Thursday & Friday (20th & 21st May) and Monday & Tuesday (24th & 25th May)

If this sounds up your street, please send me a private message with your account number, phone number & email address so we can pass this on to our Design Team for the next steps!

Can't wait to hear from you!

Beth :)

You said this was due for release in June and you’re still at the design stage? There’s no way you’re going to release this in June!

What an absolute joke!

@Richtea78 Morning! It’s the consumption tracker for the online account that’s due for release in June ☺️

So when can we expect an App then? This year? If you’re still at a design stage it’s at least 3 months away. You’re not being very honest with timelines here.

I can save you a lot of testing, get the NPower app, make that work with those stupid smiling face branding and you’re 99% there.

Hi @richtea78 the way we're doing it is that we can check how the design works for users and then quickly act on the feedback where needed. It's very much in development.
The consumption tracker will also be available for online accounts, not just the app.
Hat

No one has sufficiently explained why you didn’t develop the apps before you moved everyone over to a half working service?

are you going to offer discounts for the half working service? I notice you managed to get the email demand for monthly readings working!

this whole thing stinks of a desperate money grab because you know you have a captive market

Quote:

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Originally Posted by Richtea78

No one has sufficiently explained why you didn’t develop the apps before you moved everyone over to a half working service?

are you going to offer discounts for the half working service? I notice you managed to get the email demand for monthly readings working!

this whole thing stinks of a desperate money grab because you know you have a captive market

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I agree 110% with your concerns about EonNext.

If you want a working app, transfer to Octopus. Their app is working. It makes it even more laughable that Eon still don’t have an app nearly 3 months later. You could just buy the Octopus app and reskin the Octopus logo with the stupid sun things you slap on it. How does it need development? Do you even have an IT department or did they all work for NPower?

@Richtea78 One aspect of the stupid state that EonNext find themselves in is that you post was allowed when you had moved to Octopus.
Leaving that aside I would not download an app without it going through Apples app store approval.
And that seems highly unlikely to happen.
Good luck with Octopus my friend.

Silverfox.

Quote:

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Originally Posted by Silverfox

@Richtea78 One aspect of the stupid state that EonNext find themselves in is that you post was allowed when you had moved to Octopus.
Leaving that aside I would not download an app without it going through Apples app store approval.
And that seems highly unlikely to happen.
Good luck with Octopus my friend.

Silverfox.

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Morning @Silverfox

As I've explained to @Richtea78 on an earlier thread this morning, as long as your post doesn't violate our community guidelines (which can be found here) we have no reason to stop genuine member posts from coming through, even if the content does make us sad and speaks of leaving us. 😓 In denying other posters' comments on our competitors without good reason further fuels the concern of other Community Family members that we're using our position to censor people and their opinions for our own benefit. That's not the environment we want to create as we welcome friendly & constructive debates, as well as other people's opinions and experiences 😊

If you're not enjoying your experience with E.ON Next, we want to work with you to find out why and where we can, we want to improve on that going forward, but not every piece of feedback & recommendations we receive are things that can be done at the flick of a switch, we have to go through approval & testing processes sometimes which can take some time. That doesn't mean we aren't listening though, we're working hard to improve and take feedback on board.

I hope this puts your mind at ease

Have a great day! 🌞

Beth 😊

There’s a flick of a switch and there’s ridiculous delays. You entered into partnership with Octopus to use Kraken in March 2020. That means you’d been negotiating with them for months before that. And you still don’t have a working app. Getting on for 18 months now. That’s insane. I could understand if you didn’t have maybe all the functionality but the inability to even submit meter readings is quite frankly bizarre.

It’s not like you could have forgotten it so someone at Eon basically said “f..k them, they can go without” and launched a product without several key features. No one has given any explanation of the decision yet.

I think I’ve explained something similar in one of our private messages, @Richtea78 - We made the decision as a business to launch with a website that gave customers the basic information they needed to know to manage their energy account, and without an app. This meant, as we grew in numbers, we could use your feedback and suggestions to build an app and a website we knew would work for all our customers.

As much as we've had feedback such as yours to say you miss the features that came with npower's website (it was really good to be fair, as an ex-npower employee and customer I personally really enjoyed being involved with their digital services from both sides) - we've had a lot of customers say that they like the simplified version as it's easy to find what they need with minimal fuss. From a public perspective, (as I have a feeling you’d be keen to source this! ☺️) our Trustpilot page gets a lot of feedback about the website, good and bad - but more good than you’d probably think!

Both with the website and the app, we’re now trying to build something that keeps everyone happy, which is what is taking the time!

Yes I’ve seen your trust pilot reviews. I noticed they are suspiciously better than other independent sites like google and Facebook reviews.

https://www.bbc.co.uk/news/technology-43907695

If you look at your Facebook reviews there is literally not one good review in the last month. Compare that with Trustpilot where it’s almost totally the opposite. The thing that makes me really curious though is that if you look at reviews by people with more than a couple of reviews then they are much more negative. There’s a huge bias towards positive reviews by people who have never reviewed any other products or services!

Also none of the trustpilot reviews have mentioned a simplified website at all. The positive reviews have all been about the engagement with the customer service staff which is to be fair very good. I don’t have an issue with the staff at all, I have an issue with the ****** systems you have implemented.

i do admire your persistence though and hope you feedback to the people who do actually make the decisions as they are the people who are to blame for this mess. I’d also love to see the customer survey results you did that support people not wanting an app or tariff comparisons on the website.

@Richtea78 thanks for the post.
You're right, the reviews on Social are more negative, that's the nature of Social Media as a contact channel and not unexpected. Its pushes us to do everything we can to turn those reviews around too, and the Digi Ops team do a marvellous job of that.
Just on the Trustpilot point of yours, if you search 'website' in the search bar on Trustpilot, you'll see what Beth is referring too. Yes there are some negative reviews from people who aren't happy with the website, but a lot who comment on the ease of it. There will always be personal preference. But the important thing is that we know where the website is going and what features we need to add, which is what we are working on every day. As we make changes, some will love the changes, some won't.
The Octopus app is a fairly new addition to their features believe it or not.

Hat, if you filter on that it does show some people who are happy. But it also shows a lot who aren’t.

Why couldn’t you have had the information available for those who want it and have it hidable for those who don’t want it? It all sounds like the information isn’t available and the “simple view” is a way to excuse it. It would have been so easy to have had a tab or box that you can close to give you the information or hide it.

the other thing that winds me up is the whole contact the CEO thing. I emailed him weeks ago and he still hasn’t replied to me. That’s just rude. If you’re going to have that feature then at least reply. So rude.

Hi
I requested to be in with App testing got a reply back see below from Hat


(I replied a day later but nothing back!)



Hi Markus, hope you're ok?


Thanks for your interest in testing the app - here are a few things to make it happen -

• We need Android and iOS users - either is fine.
• It kind of goes without saying, but you need to have a mobile device! :)
• We'd need you to have a 20-30 minute phone call with our Design Team to run through the designs and let us know what you think about them.
• Ideally you'd be happy for us to record the session, so we can get the most from your feedback and don't miss any of it!
• Testing times would be arranged to suit you, but we're looking to complete the testing this week and next - Friday (21st May) and Monday & Tuesday (24th & 25th May)

If you've got some time and the above all sounds ok, then please let me know.

Thanks

Hat

@Markus how awful! I'm so sorry if I missed you. The good news is that we have lots more testing coming up and you'll be the first to know about it, so if you're interested in future testing, you'll have lots of chances. Sorry again - hope you can forgive me :(

How do i become an app tester id love the opportunity to trial the new app

There is no App to test. I doubt they are even working on it. If you want decent service just leave this terrible company and join someone with working systems already. Eon made a “business decision” to launch without systems in place and don’t care about customers

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Originally Posted by Richtea78

There is no App to test.

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I think you are just making it up by guessing that. It would be wiser for you not to make fleeting statements unless you have hard evidence to back it up.

Quote:

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Originally Posted by Richtea78

If you want decent service just leave this terrible company and join someone with working systems already. Eon made a “business decision” to launch without systems in place and don’t care about customers

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I think they do because they now have proved themselves to me by getting me a smart meter and making it work when I asked, and in a timely manner, unlike British Gas who had a long waiting list for smart meters I found out by experience and their customer service was slow and stroppy.

Over 6 weeks and still no update. I think its fairly safe to assume they aren't developing an app. How long can it reasonably take? If they hadn't sacked all the npower staff so quickly they might have been able to use them.

Quote:

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Originally Posted by Richtea78

How long can it reasonably take? If they hadn't sacked all the npower staff so quickly they might have been able to use them.

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It could reasonably take longer if overheads are minimised leading to a cheaper deal on energy supply. On the other hand, if no expense is spared, then the cost will ultimately be passed to us customers for faster development.
Eon Next has, however, prioritised its customer service to me, which was, I think, the right thing to do, and transparent billing, more rapid smart meter roll out etc.
At the end of the day, value for money is most important, and reasonable😉

In some ways, it feels like a reasonable stepping stone would probably be to just make a version of the existing mobile site into an app using something like Apache Cordova or React Native and then build that using CodePush to create "native" Android and iOS apps with. Might be a bit clunky, but probably better than nothing. The real app can always be released as an update later on...

Quote:

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Originally Posted by Landmark

It could reasonably take longer if overheads are minimised leading to a cheaper deal on energy supply. On the other hand, if no expense is spared, then the cost will ultimately be passed to us customers for faster development.
Eon Next has, however, prioritised its customer service to me, which was, I think, the right thing to do, and transparent billing, more rapid smart meter roll out etc.
At the end of the day, value for money is most important, and reasonable😉

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they aren’t cheap though. I’ve moved to Octopus who have everything and are still 15% cheaper a month.

Quote:

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Originally Posted by Richtea78

they aren’t cheap though.

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Cheaper according to what; standing costs or gas/electric supply per kw?

Quote:

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Originally Posted by Richtea78

I’ve moved to Octopus who have everything and are still 15% cheaper a month.

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OK assuming that to be the case (maybe I shouldn't think that!) begs the following question: 'what's the point of participation on this forum if one doesn't use Eon Next anymore'.

Cheapest isn't always the best. My energy supplier definitely isn't the cheapest but offers pretty good service alongside a very well used community forum (and no, I'm not with E.On or Octopus).

I'm one of the top five most active forum volunteers over at that forum, albeit under a different username and I see loads of people stopping by all the time over there. I can't say the same about this forum though. I am basically pretty much the only volunteer helping out on here at the moment and it's an extremely slow forum. I think I've seen maybe one or two active threads every couple of days on here? The moderators allow anyone to sign up regardless of supplier (which is the same policy my supplier has) and it's mainly to make it not feel too exclusive which would be a bad thing. And it also means people can share opinions freely regardless of who they're with.

After all, if this forum was exclusively for E.On Next customers, I'd have been booted out much sooner as I wouldn't have met the criteria.

I’m still waiting for my money back from Eon and once they finally pay up, I’ll be gone and good riddance to them. It has been the single worst experience I’ve ever had dealing with a service company. They’ve lost direct debits, made numerous mistakes then lost emails as well. In the mean time I want to make as many other people aware that they can do better than the piss poor service.

it shouldn’t be up to other members on here to provide advice. Maybe if the admins on here were better the site might be more active but they seem more interested in talking about Marvel shows than actually adding anything of value.

The overall impression of Eon is that they really couldn’t give a toss. They launched without essential services in place, the staff have a very laid back attitude to customer care and senior management don’t even engage at all.

While I do agree with the rest of your comment, personally, I would be inclined to disagree with you about the purpose of a community forum. It's not meant to be just another contact channel to reach staff - it should be community led and community supported. Although unfortunately, the launch for this community hasn't exactly been very successful and is a bit of a ghost town.

Quote:

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Originally Posted by Richtea78

I’m still waiting for my money back from Eon and once they finally pay up, I’ll be gone and good riddance to them. It has been the single worst experience I’ve ever had dealing with a service company. They’ve lost direct debits, made numerous mistakes then lost emails as well. In the mean time I want to make as many other people aware that they can do better than the piss poor service.

it shouldn’t be up to other members on here to provide advice. Maybe if the admins on here were better the site might be more active but they seem more interested in talking about Marvel shows than actually adding anything of value.

The overall impression of Eon is that they really couldn’t give a toss. They launched without essential services in place, the staff have a very laid back attitude to customer care and senior management don’t even engage at all.

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Hi @RichTea78

If you'd like to private message your account information I'd be happy to chase this up for you

Cheers!

Beth :)