National Grid carries out a quarterly survey to assess our customers’ satisfaction of work carried out on their property. This work may have resulted in a temporary interruption to their gas supply. Launched in April 2005, the survey provides an opportunity for customers to provide feedback as to how we are performing. 

Different surveys are conducted: Emergency Response & Repair - where a gas emergency has been reported, Planned - as part of mains replacement programme, and Connections - where a customer has requested chargeable work to be carried out in relation to their gas supply pipe.

2008 saw the introduction of the new Connections survey. In additon an emergency response aspect was added to the repair survey  and it was renamed Emergency Response & Repair, and a new ten-point scale replaced the original five-point scale.

Questions 3 and 4 of the Emergency Response and Repair survey are excluded from the overall satisfaction score as National Grid provides the Emergency Telephone Service nationwide.