GDN Customer Satisfaction Survey Results
Correspondence and other
- Publication date
- Industry sector
- Distribution Network
Ofgem introduced, in April 2005, a requirement on the GDNs to carry out quarterly postal consumer satisfaction surveys. The GDNs are required to carry out two separate surveys to assess consumer satisfaction with work associated with planned (replacement) and unplanned (emergency and repair) interruptions to gas supplies. These surveys cover performance in three key areas: Communication, The inconvenience caused by the interruption, and The professionalism and efficiency of the work carried out in restoring supply. Click on the links to see the quarterly and annual results for each of the GDNs. Data obtained from these surveys enables Ofgem to better understand any areas of concern with the quality of the service delivered by GDNs in this area and provides a comparable measure of performance across the different networks. The detailed requirements for carrying out the surveys and reporting the results are set out in the Regulatory Instructions and Guidance (RIGs) issued by Ofgem in March 2005. A number of measures have been taken to ensure the robustness of this data over each 12 month period, including the careful selection of sample sizes and the use of confidence interval data. Care should be taken when looking at quarterly results for the GDNs in isolation. The Gas Distribution Quality of Service report includes a section to discuss the annual results from this survey. The 2005-06 report includes the first year of results, and as such we have only commented where there are significant differences in GDNs' performance. As more surveys are completed and more data is collated, we will be able to make more meaningful comparisons regarding GDNs performance both relative to each other and over time. Note: GDNs are required to use a sample size sufficient to ensure that at least 100 surveys are completed and returned per quarter for each survey type (planned and unplanned). The confidence interval is a range within which there is a 95% chance that the true value for the population as a whole falls. Data that gives a 95% confidence level that the results are 0.1 is generally considered to be very robust.