We want to know

what you think

We’re here for everyone

Heating your home. Cooking for your children or your community. Powering your premises.

Gas plays a vital part in all our lives.

We’re always listening and learning

We’re always striving to do better. That means listening and learning and responding to the needs of people in our region as we make our customer service even better, continue to innovate and deliver gas reliably now and for years to come.

Your say now will change the future

We’re talking to as many people as we can to make sure we’re doing right by you. We want to know your thoughts on things like our relationship with the environment, how we can help strengthen our communities, and how you feel about what we’ve got planned. Your say now will make sure we’re continuing to deliver the service you expect from us.

Have your say.

Tell us how you think we’re doing, and what you want
to see from us, in the time it takes to boil a brew.

As a thank you for taking part and completing the survey, we’ll enter you into our prize draw. We’re giving away
one £500 and five £100 Amazon vouchers every three months

Take the survey

More to say? Talk to us on Twitter or Facebook ,
sign up to answer more surveys or join our workshops.

Thank you for taking part

The survey should take approximately 5-10 minutes to complete

We’re asking these questions because we want to understand what’s important to you. We’re carrying out this survey in line with the Market Research Society’s Code of Conduct, and we won’t use any of your answers for marketing or sales purposes.

We’ll choose the winners of our prize draw at random. We’ll send one lucky winner a £500 Amazon voucher, and we’ll send a £100 Amazon voucher to five runners-up. If you’ve won a prize, we’ll get in touch by email or phone.

By taking part in the survey, you’re agreeing to the Terms and Conditions and confirming that you’re over 16. For more information on how we use your details, read our Personal Data Privacy Notice.

Part 2:Business priorities Edit

Q5. Thinking about the following business priorities, drag the priorities below to rank them from 1 to 6 based on how important they are for NGN to focus its investment on, where 1 is most important at the top and 6 is least important at the bottom

1 Community Focused – I want you to have a positive impact on the community
2 Excellent Customer Service – I want to feel like you’re putting me first
3 Moving to a Low Carbon Network – I want you to prepare the gas network for a low carbon future
4 Promoting the Environment – I want you to have a positive impact on the environment
5 Reliability – I want you to make sure I have gas when I need it
6 Safety – I want you to keep operating a safe network

Q6. How familiar are you with the work that NGN does in the following areas?

	Not familiar									Very familiar
	1	2	3	4	5	6	7	8	9	10
Safety	1 2 3 4 5 6 7 8 9 10
Reliability	1 2 3 4 5 6 7 8 9 10
Excellent Customer Service	1 2 3 4 5 6 7 8 9 10
Promoting the Environment	1 2 3 4 5 6 7 8 9 10
Community Focused	1 2 3 4 5 6 7 8 9 10
Moving to a Low Carbon Network	1 2 3 4 5 6 7 8 9 10

Q7. Which of the following priorities would you like to influence further? We’ll contact you in the future about the topics you are most interested in. (Please select all that apply)

Safety of the Network

Reliability of My Gas Supply

Excellent Customer Service

Promoting the Environment

Community Focused

Moving to a Low Carbon Network

Other (please specify)

None

Q8. So we can get in touch with more questions about the topics you’re interested in, please give us your telephone number and email address. This will only be used for market research purposes, and will not be used for any marketing or sales.

Email address:

Telephone number:

Q11. Which of the following best describes who you are?

Gas customer

Local place maker (e.g. local authority, charity, education etc.)

NGN workforce and supply chain

National policy maker

Prefer not to say

Q12. Please state your gender.

Male

Female

Non-binary or other

Prefer not to say

Q13. Which of the following age categories are you in?

Below 16

16–18

19–25

26–45

46–65

Over 65

Prefer not to say

Q14. Please give us the first half of your home or business postcode. We’ll use this information to check that you live or work within the region we serve. We’ll keep this information confidential and only use it for research purposes.

Please write in as AB12.

Full postcode:

Organisation name:

Q15. How would you describe the location where you live?

Rural: countryside and village living

Suburban: residential areas outside the centres of cities and towns

Urban: city dwelling, i.e. heavily built-up areas

Other

Don't know

Q16. Who pays the utility bills (such as water, electricity and gas) in your household?

Me – I am completely responsible for paying the bills

I share the responsibility with others in household

I have no responsibility for payment

Other (i.e. included in my rent)

Prefer not to say

Q17. There are a wide range of factors that could mean anyone might need extra help or support.

Do you feel that any of the following factors apply to you or anyone in your household at the moment that might mean you need extra support?

You or anyone in your household
Chronic/serious illness
Medically dependant equipment
Oxygen use
Poor sense of smell
Physical impairment
Unable to answer door
Restricted hand movement
Pensionable age
Young children aged 5 or under
Blind
Partially sighted
Hearing /speech difficulties (including deaf)
Non-native English speaker
Living with Dementia
Developmental condition
Mental health
Low or unstable income
Temporary life change for example post hospital recovery, unemployment, infant in the house
None of the above
Prefer not to say

Q18. Your gas supplier has a Priority Service Register where customers who would struggle during gas interruptions receive extra help. Would you like to sign up to this service?

Yes

Q19. Which of the following categories best describes the employment status of the highest income earner in your household?

Semi or unskilled manual worker (e.g. caretaker, non-HGV driver, shop assistant, etc.)

Skilled manual worker (e.g. bricklayer, carpenter, plumber, painter, bus driver, HGV driver, pub/bar worker, etc.)

Supervisory or clerical/ junior managerial/ professional/ administrative (e.g. office worker, salesperson, etc.)

Intermediate managerial/ professional/ administrative (e.g. newly qualified (under 3 years) doctor or solicitor, middle manager in large organisation, principle officer in civil service/local government, etc.)

Higher managerial/ professional/ administrative (e.g. doctor, solicitor, board director in a large organisation, top level civil servant/public service employee, etc.)

Student

Casual worker – not in permanent employment

Retired

Unemployed

Prefer not to say

Q20. Do you spend more than 10% of your household income on heating your home?

Yes

Prefer not to say

Q21. Would you be happy for us to email you about the services you get from us and keep you up to date with what we’re up to?

Yes

Q22. As a thank you for taking part in our survey, you’re eligible to be entered into a prize draw where the winner will receive a £500 Amazon voucher and the next 5 runners up will receive £100. We'll hold these draws every three months, and you can read the terms and conditions here. If you’d like to be entered, please give your email address (or telephone number) below. We’ll only use this to contact you about the prize draw. Please ensure that you answer all remaining questions in order to be entered.

Email address:

Telephone number:

Q23. We’d love you to tell us your thoughts in your own words. Would you be interested in recording a video in response to some questions to sum up your views? This will only be used for internal use at NGN unless otherwise specified.

Yes

One or more fields have an error. Please check and try again.

Thank you for taking part on our survey

Cancel

Our regulator, Ofgem, has published more information about the network price controls for 2021. Find out more here.

Help us shape
the future of

your gas network

We want to know

what you think

We’re here for everyone

We’re always listening and learning

Your say now will change the future

Have your say.

Thank you for taking part

Part 1:About NGN Edit

Q1. How well do you feel you know NGN and the services it is responsible for?

Q2. What services do you think NGN provide? (Please select all that apply)

Background reading

Approximately 17% of your gas bill goes towards the distribution service we provide

Q3. Thinking about the services you get from NGN, how would you rate us in terms of value for money?

Q4. Overall, how satisfied are you with the service we provide?

Part 2:Business priorities Edit

Q5. Thinking about the following business priorities, drag the priorities below to rank them from 1 to 6 based on how important they are for NGN to focus its investment on, where 1 is most important at the top and 6 is least important at the bottom

Q6. How familiar are you with the work that NGN does in the following areas?

Q7. Which of the following priorities would you like to influence further? We’ll contact you in the future about the topics you are most interested in. (Please select all that apply)

Q8. So we can get in touch with more questions about the topics you’re interested in, please give us your telephone number and email address. This will only be used for market research purposes, and will not be used for any marketing or sales.

Part 3:Interacting with NGN Edit

Q9. Before today have you ever had contact with NGN?

Q10. And what did you contact NGN about?

Part 4:About You Edit

Q11. Which of the following best describes who you are?

Q12. Please state your gender.

Q13. Which of the following age categories are you in?

Q14. Please give us the first half of your home or business postcode. We’ll use this information to check that you live or work within the region we serve. We’ll keep this information confidential and only use it for research purposes.

Q15. How would you describe the location where you live?

Q16. Who pays the utility bills (such as water, electricity and gas) in your household?

Q17. There are a wide range of factors that could mean anyone might need extra help or support.

Q18. Your gas supplier has a Priority Service Register where customers who would struggle during gas interruptions receive extra help. Would you like to sign up to this service?

Q19. Which of the following categories best describes the employment status of the highest income earner in your household?

Q20. Do you spend more than 10% of your household income on heating your home?

Q21. Would you be happy for us to email you about the services you get from us and keep you up to date with what we’re up to?

Q23. We’d love you to tell us your thoughts in your own words. Would you be interested in recording a video in response to some questions to sum up your views? This will only be used for internal use at NGN unless otherwise specified.

Help us shape the future of

your gas network

We want to know

what you think

We’re here for everyone

We’re always listening and learning

Your say now will change the future

Have your say.

Thank you for taking part

Part 1:About NGN Edit

Q1. How well do you feel you know NGN and the services it is responsible for?

Q2. What services do you think NGN provide? (Please select all that apply)

Background reading

Approximately 17% of your gas bill goes towards the distribution service we provide

Q3. Thinking about the services you get from NGN, how would you rate us in terms of value for money?

Q4. Overall, how satisfied are you with the service we provide?

Part 2:Business priorities Edit

Q5. Thinking about the following business priorities, drag the priorities below to rank them from 1 to 6 based on how important they are for NGN to focus its investment on, where 1 is most important at the top and 6 is least important at the bottom

Q6. How familiar are you with the work that NGN does in the following areas?

Q7. Which of the following priorities would you like to influence further? We’ll contact you in the future about the topics you are most interested in. (Please select all that apply)

Q8. So we can get in touch with more questions about the topics you’re interested in, please give us your telephone number and email address. This will only be used for market research purposes, and will not be used for any marketing or sales.

Part 3:Interacting with NGN Edit

Q9. Before today have you ever had contact with NGN?

Q10. And what did you contact NGN about?

Part 4:About You Edit

Q11. Which of the following best describes who you are?

Q12. Please state your gender.

Q13. Which of the following age categories are you in?

Q14. Please give us the first half of your home or business postcode. We’ll use this information to check that you live or work within the region we serve. We’ll keep this information confidential and only use it for research purposes.

Q15. How would you describe the location where you live?

Q16. Who pays the utility bills (such as water, electricity and gas) in your household?

Q17. There are a wide range of factors that could mean anyone might need extra help or support.

Q18. Your gas supplier has a Priority Service Register where customers who would struggle during gas interruptions receive extra help. Would you like to sign up to this service?

Q19. Which of the following categories best describes the employment status of the highest income earner in your household?

Q20. Do you spend more than 10% of your household income on heating your home?

Q21. Would you be happy for us to email you about the services you get from us and keep you up to date with what we’re up to?

Q23. We’d love you to tell us your thoughts in your own words. Would you be interested in recording a video in response to some questions to sum up your views? This will only be used for internal use at NGN unless otherwise specified.

Stay up to date

with the latest

Other news

Other news

Other news

Help us shape
the future of