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:
- Customer Satisfaction Survey
- Complaints Metric
- 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.