We remain determined to improve customer service and further understand customers' needs so we can serve them in the most effective and efficient manner. Key to this is ensuring our networks are reliable.
More information on our approach to customer service across our UK and US operations can be found in the Strategic Review sections of our Annual Report and Accounts 2012/13.
Our key performance indicators in this area are the results of customer satisfaction surveys and network reliability
In order to measure the degree to which our customers are satisfied with the service we provide, we use a KPI with five components: Ofgem’s UK gas distribution customer satisfaction score and the four ...
Our principal operations are critical to the functioning of the economies we serve. The reliability of our energy networks is one of our highest priorities after safety.
We use business specific ...
Related case studies
Dealing with Sandy
Superstorm Sandy was the most devastating storm to hit the US eastern seaboard in over 100 years.
Superstorm Sandy was a significant test for our emergency response processes, which we ...
Responding to the elements
Across the US, we experienced a difficult year with extreme weather affecting our operations and pushing our response teams to their limits.
Tropical storm Irene severely affected 11 states along the ...
The world of UK regulation is changing. We are in the final stages of agreeing with Ofgem the new eight year price control framework, RIIO, planned to come into force in April 2013 for our UK ...
Anticipating customer needs
Anticipating the wants and needs of our customers is essential.
In the UK, between October 2010 and May 2011, we measured our customers’ satisfaction across five key areas. The initial results ...
Emergency water ingress
During winter 2009/10, over 6,000 properties were affected by a number of separate water ingress incidents resulting in significant loss of supply.
In particular, as Christmas 2009 approached, the ...
Reducing traffic congestion
Traffic congestion is a cost to the economy, with any solution for easing congestion improving the experience of road users and delivering environmental benefits by reducing pollution fromslow moving ...
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