Customer & Stakeholder Satisfaction

Customer & Stakeholder Satisfaction

Our Customer and Stakeholder Satisfaction Incentive is informed directly from the results of our yearly surveys. The incentive limits are (+ / -) 1 per cent of our annual allowed revenue for Electricity Transmission and Gas Transmission.

To deliver our part in meeting the UK’s climate change targets, we need to be a flexible organisation that is in tune with the market environment and with our customers and stakeholders. Customer and stakeholder research helps us understand your perspective of our performance and helps us continuously improve our service levels.  Feedback is important to us and as such we introduced a formal survey in 2009 to help identify potential improvements to our customer service levels. This survey has been under continuous review since the beginning of the RIIO-T1 price control and will be updated accordingly in line with your views. In 2015 you told us that you prefer the more personal approach of talking to us by telephone. So, in 2015/2016 we made some changes. In line with your preferences, we continued to survey you by telephone, whilst also reviewing alternative options available to make sure our processes are as efficient and user friendly as possible.

Our telephone surveys for 2016/17 closed in March. We have published a summary of the results for 2016/17 which can be found in the drop down box below. The 2015/16 summary can also be found in the drop down box below. If you have any questions or would like any further information please get in touch.

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