In order to measure the degree to which our customers are satisfied with the service we provide, we use a KPI with seven components: Ofgem's UK electricity transmission, gas transmission and gas distribution customer satisfaction scores and the four J.D. Power and Associates customer satisfaction surveys in the US.
More information on the reliability of each of our businesses is included in our Annual Report and Accounts.
Ranking as at 31 March 2016
Customer concerns in the US were about higher than normal winter bills as a result of electricity commodity price increases and higher gas usage due to cold weather. In an effort to rebuild trust and customer satisfaction, a customer outreach and education programme focused on energy-saving solutions and bill management is underway.