Customer satisfaction with network owners: Gas distribution (RIIO-GD1)


Source: RIIO gas distribution annual report 2017-18.

Information correct as of: March 2019

This chart is an indicator of customer satisfaction with gas distribution companies under the RIIO-GD1 price control. 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 - distribution

Data Table

Customer satisfaction with network owners: Gas distribution (RIIO-GD1)
SEIRS 2013/14SEIRS 2014/15SEIRS 2015/16SEIRS 2016/17SEIRS 2017/18AVCSC 2013/14AVCSC 2014/15AVCSC 2015/16AVCSC 2016/17AVCSC 2017/18

More information

At-a-glance summary

In most cases gas distribution networks are achieving high levels of customer satisfaction, but there are some pockets of poorer performance.

All GDNs met their annual targets for 2017-18 except Cadent. Cadent North London missed its target for the connections survey, and Cadent West Midlands missed its target for the connections and planned interruptions surveys.

In 2017-18, Cadent was penalised £1.16 million under the Broad Measure of Customer Satisfaction incentive for failing to meet the customer satisfaction targets in these areas (although Cadent achieved a net overall reward for this incentive based on its performance in other component parts, such as in other customer satisfaction surveys).

WWU achieved the highest average score in 2017-18 and has recorded the highest average customer satisfaction in RIIO-GD1 so far.

Relevance and further information

We want gas distribution companies to understand consumers’ needs and proactively engage with them to make sure these are met.

Customer satisfaction is measured annually across three categories:

  • planned work
  • unplanned work and
  • connections work.

GDNs can be rewarded or penalised annually by up to 0.5% of their base revenue, depending on how well they perform against their target.


Each year, gas distribution network owners must report on their performance under the RIIO-GD1 price control. Our review of their submissions and supporting information informs our annual publications on network company performance.


Date correct
March 2019
Policy area