Customer satisfaction: Gas transmission (RIIO-T1)


Javascript is required to render chart Customer satisfaction: Gas transmission (RIIO-T1).

Source: RIIO gas transmission annual report 2017-18.

Information correct as of: December 2018

This chart is an indicator of customer satisfaction with National Grid Gas Transmission.  It shows three scores comprising customer satisfaction over the five completed years of the price control.

We update this chart on an annual basis. Click the ‘more information’ tab above for a summary of the latest trends, details of how to interpret the figures and for information on methodology.

Policy Areas:

  • Gas - transmission

Data Table

Customer satisfaction: Gas transmission (RIIO-T1)
YearStakeholder engagement incentive scoreStakeholder survey scoreCustomer survey score

More information

Customer satisfaction: At-a-glance summary

National Grid Gas Transmission outperformed their targets for both customer and stakeholder satisfaction surveys in 2017-18.

Relevance and further information

  • We want transmission owners to understand consumers’ needs and proactively engage with them to make sure these are met.
  • National Grid Gas Transmission receive an annual financial reward or penalty based on their customer survey scores. Rewards can be up to 0.5% of their annual revenue.
  • There is also a stakeholder engagement incentive discretionary reward, which is an annual panel assessment of stakeholder engagement.


For the customer and stakeholder satisfaction surveys incentive, companies may be rewarded or penalised depending on their performance against the targets set.

Ofgem and an independent panel of experts conduct the assessment for the stakeholder engagement incentive.

Date correct
December 2018
Policy area