Customer service

Since the Gas Distribution Networks (GDNs) are monopolies they have no natural incentive to have a good standard of customer service – especially in terms of telling customers about interruptions, carrying out new connections and dealing with complaints.

For the current price control (RIIO-GD1) we introduced a new customer service incentive, the Broad Measure of Customer Satisfaction (BMCS), to drive the network companies to deliver good customer service. It aims to replicate the sorts of measures typically used by consumer-facing businesses in a competitive environment.

The BMCS has three components:

  1. Customer Satisfaction Survey
  2. Complaints Metric
  3. Stakeholder Engagement Incentive.

The BMCS incentivises GDNs to satisfy customers, deal with complaints quickly and effectively and engage with stakeholders to inform how they run their business.

Publications and updates

  • Published: 23rd Jun 2017
  • Guidance
  • 0 Associated documents
We have appointed the panel members for the 2016-17 Stakeholder Engagement (and Consumer Vulnerability) Incentive.

  • Published: 28th Oct 2016
  • Decisions
  • 2 Associated documents
This letter sets out our decision on the Gas Distribution Network Operators Stakeholder Engagement Incentive for the 2015-16 year.

  • Published: 7th Jul 2016
  • Agendas, minutes and presentations
  • 0 Associated documents
We have appointed the panel members for the 2015-16 Stakeholder Engagement (and Consumer Vulnerability) Incentive.

  • Published: 2nd Mar 2016
  • Closed: 30th Mar 2016
  • Consultations & responses
  • 9 Associated documents
This is the Notice to all electricity distribution network operators of our proposal to issue the RIIO-ED1 Stakeholder Engagement and Consumer Vulnerability Guidance Document.

  • Published: 24th Sep 2015
  • Decisions
  • 2 Associated documents
The Stakeholder Engagement Incentive scheme drives network companies to engage effectively with stakeholders. This letter sets out our decision on the Gas Distribution Operators Stakeholder Engagement Incentive for the 2014-15 year.

  • Published: 23rd Jun 2015
  • Agendas, minutes and presentations
  • 0 Associated documents
The Stakeholder Engagement Incentive is intended to encourage network companies to engage effectively with all stakeholders. These are the members of the 2014-15 Stakeholder Engagement Incentive panel.

  • Published: 10th Dec 2014
  • Reports & plans
  • 11 Associated documents
The Stakeholder Engagement Incentive drives network companies to engage effectively with stakeholders to inform how they plan and run their businesses. Here are the results for the 2013-14 Stakeholder Engagement Incentive.

  • Published: 21st May 2014
  • Agendas, minutes and presentations
  • 1 Associated documents
The Stakeholder Engagement Incentive is intended to encourage network companies to engage effectively with a wide range of stakeholders to inform how they plan and run their businesses. This page holds information in relation to the 2013-14 Stakeholder...

  • Published: 30th Apr 2014
  • Decisions
  • 9 Associated documents
We introduced a Stakeholder Engagement Incentive for the current electricity distribution, gas distribution and transmission price controls. This document outlines our decision to modify Stakeholder Engagement Incentive Guidance Document. 

  • Published: 27th Mar 2014
  • Closed: 8th May 2014
  • Consultations & responses
  • 15 Associated documents
This consultation seeks views on how the Stakeholder Engagement Panel’s score should be converted into a financial reward, for all network companies.

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