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.

Latest results overview

The results for Quarter 1 Emergency Response & Repair (which covers work completed between 1 April 2009 and 30 June 2009 and excludes the Emergency Telephone service questions) shows that the highest performing area is time taken for an engineer to attend the premises and communication whilst their gas supply is interrupted is the lowest performing area.

Planned Work results showed that customers were most satisfied with the advance notice of the works along with the skill and professionalism of the workforce.

Connections survey results (Q4) show that customers were most satisfied with quality of the work completed but showed most dissatisfaction with the time delay between quotation being accepted and the work starting.

The documents below show the overall survey results for each region.