Customer service

In order to measure the degree to which our customers are satisfied with the service we provide, we use a KPI with five components: Ofgem’s UK gas distribution customer satisfaction score and the four J.D. Power and Associates customer satisfaction surveys in the US.

More information on the reliability of each of our businesses is included in our Annual Report and Accounts 2012/13.

Ranking as at 31 March 2012

Business

Performance
12/13

Performance
11/12

Performance
10/11

Target

Gas Distribution UK

3rd quartile

3rd quartile

4th quartile

To improve

Gas distribution US
- Residential

3rd quartile

3rd quartile

2nd quartile

To improve

Gas distribution US
- Commercial

4th quartile

3rd quartile

4th quartile

To improve

Electricity  US - Residential

3rd quartile

3rd quartile

3rd quartile

To improve

Electricity US - Commercial

3rd quartile

2nd quartile

2nd quartile

To improve