Domestic gas customer satisfaction survey

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.

2009-10 Results

Q2 East of England
Q2 North London
Q2 North West
Q2 West Midlands
Q1 East of England
Q1 North London
Q1 North West
Q1 West Midlands

2008-09 Results

Q4 East of England
Q4 North London
Q4 North West
Q4 West Midlands
Q3 East of England
Q3 North London
Q3 North West
Q3 West Midlands
Q2 Planned Work
Q2 Emergency Response and Repair
Q1 Connections
Q1 Repair Graphs
Q1 Replacement Graphs

2007-08 Results

Q4 Repair Graphs
Q4 Replacement Graphs
Q3 Repair Graphs
Q3 Replacement Graphs
Q2 Repair Graphs
Q2 Replacement Graphs
Q1 Repair Graphs
Q1 Replacement Graphs

2006-07 Results

Repair Graph
Replacement Graphs
 

Many of the files available to download on this page are Acrobat PDF files. To access these you will need Acrobat Reader which is available from the Adobe web site.