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: 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 and 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.

  • Published: 6th Feb 2014
  • Closed: 20th Mar 2014
  • Consultations and responses, Open letters and correspondence
  • 10 Associated documents
We introduced a Stakeholder Engagement Incentive for the current electricity distribution, gas distribution and transmission price controls.

  • Published: 26th Nov 2013
  • Reports and plans
  • 7 Associated documents
This document summarises the results of the Gas Distribution Stakeholder Engagement Incentive Scheme trial for 2012-13.

Pages