We want to gain an understanding of customer attitudes and preferences, and how they may have been influenced by the extensive societal change experienced since 2021. It was important we understood their priority areas to help shape our current work programmes and begin to inform our thinking for our next business plan period, RIIO-3.
To help inform and provide an evidence base for future business planning, we undertake this research annually, to assess how customer views change over time.
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62%
of customers support the use of hydrogen if it has lower environmental impacts
Keeping bills as low as possible
continues to be customers’ top priority, closely followed by providing a reliable and a safe service
42%
customers feel it is important for NGN to reduce recruitment barriers for the long term unemployed
9 in 10
customers told us that they were concerned about the amount of money they spend on energy bills
Affordable energy solutions
is seen as our most important sustainability commitment, closely followed by delivering a resilient infrastructure
52%
of customers said that financial hardship was the dimension of vulnerability with the highest priority, then followed by physical challenges and mental well being
73%
want to have a say in the decision about the type of heating systems available in their area with over 2/3’s saying the final decision about the type of heating systems available in their area should be made at a local level
The cost of hydrogen
was the most important thing for customers to know, with over half prioritising the cost of use and installation, over safety and environmental effects
82%
of domestic customers are more worried about the energy they are using now then last year
Waste reduction and recycling performance
is what customers were most interested in hearing more about. This was closely followed by actions to promote low carbon energy