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.

2013-14 Results

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

2012-13 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 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

2011-12 Results

Q4 West Midlands
Q4 North West
Q4 North London
Q4 East of England
Q3 West Midlands
Q3 East of England
Q3 North London
Q3 West Midlands
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
Q4 East of England
Q4 North London
Q4 North West
Q4 West Midlands
Q3 West Midlands
Q3 North West
Q3 North London
Q3 East of England
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

2010-11 Results

  • There are no items to show in 2010-11 Results.

2009-10 Results

Q4 West Midlands Y5
Q4 North West Y5
Q4 North London Y5
Q4 East Midlands Y5
Q3 West Midlands Y5
Q3 North West Y5
Q3 East of England Y5
Q3 London Y5
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
 

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