Customer Satisfaction Surveys

As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. The GDNs were incentivised to deliver excellent customer service, and there are penalties if performance is below target. Customer satisfaction is measured through compiling the results of a postal survey that is sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair. Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document. The GDNs have a contractual obligation to follow these strict guidelines, and a responsibility of the contractor is to support meeting these requirements. All requirements apply across each company's various network areas and are as follows:

• Ofgem RIGS only surveying for the below customer processes:

• Planned Work
• Connection Services
• Additional non RIGS surveying to boost feedback volumes across the same 3 customer processes

Survey methods:

• Postal / Telephone interview / Email providing link to online survey