Domestic gas customer satisfaction survey
We carry out monthly surveys to assess the satisfaction of our customers on the work carried out at their property which may have resulted in a temporary interruption to their gas supply.
A third party service provider conducts three different surveys on our behalf each month:
• Emergency Response and 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).
Each survey contains several questions relating to different stages of the process. Under RIIO-GD1, Ofgem introduced new guidelines for how we survey customers and put greater emphasis on one question in particular, to assess the overall satisfaction of the service we’ve provided. This came into effect on 1st April 2013.
The results of our surveys are now reported to Ofgem on a quarterly and annual basis and are published on here soon after.
- There are no items to show in 2010-11 Results.
Q2 Emergency Response and Repair
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