Amendment to a question in the electricity distribution customer satisfaction survey

Decision

Publication date

Industry sector

  • Supply and Retail Market
  • Distribution Network

All Distribution Network Operators (DNOs) operators are required to collect customer satisfaction survey data. The methodology for collecting and reporting this data is outlined in the RIIO-ED1 regulatory instructions and guidance (RIGs). A DNO may apply for permission to amend questions in the customer satisfaction survey questionnaire. These amendments must be agreed with Ofgem and all other DNOs.

This Autumn, the DNOs asked to amend one of the initial routing questions in the customer satisfaction survey to address an unintended consequence of the original drafting. We reviewed the request and considered that the DNOs’ proposed solution helps ensure that the survey works as originally intended. We therefore approved the request

Main document

Decision to amend a question in the electricity distribution customer satisfaction survey