We use cookies to help you navigate efficiently and perform certain functions. You will find detailed information about all cookies under each consent category below.
The cookies that are categorized as "Necessary" are stored on your browser as they are essential for enabling the basic functionalities of the site. ...
Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data.
Functional cookies help perform certain functionalities like sharing the content of the website on social media platforms, collecting feedback, and other third-party features.
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc.
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Advertisement cookies are used to provide visitors with customized advertisements based on the pages you visited previously and to analyze the effectiveness of the ad campaigns.
Other cookies are those that are being identified and have not been classified into any category as yet.
As an addition to this years Customer Perceptions Research, we wanted to conduct a range of stakeholder focus groups in order to capture a wide range of perspectives from different participant groups, including current household customers, non-household customers, digitally excluded individuals, and key stakeholders.
It is important that we understand their key priority areas, thoughts and challenges in order to help shape our current work programmes and to continue to inform our thinking for our next business plan period, RIIO-3.
Our e-bulletin is a great way to stay up to date with the latest news in your area.
It takes less than a minute to sign up, just fill in your details and let us know what you’re interested in so we can tailor our news for you. You can also browse and download previous e-bulletins from our archive by clicking the tab below.
Notifications
The Customer Bill
Most participants were surprised that NGN’s services came out of their own bill, and a few participants believed that NGN should be getting a bigger share of the bill.
However, the stakeholders who thought that NGN should be getting more from the bill were not willing to pay more.
Customer Priorities
The cost of energy dominated every discussion, and for most participants any other priority was peripheral. Safety and reliability of gas supply are also seen as core priorities for NGN, as well as providing support for those in need. Fuel poverty was a concern among all customer segment groups.
Preferred communication channels
In order to report a gas leak, customers said that they would prefer to contact NGN by phone for reassurance and information. They emphasised the importance of providing communication options to cater to different needs, such as those with disabilities or language barriers.
Energy efficiency and energy futures
Awareness of net-zero targets was mixed throughout, with many participants expressing skepticism about the feasibility of achieving these goals due to lack of infrastructure and high costs.
Regarding energy transition campaigns and educational support, the only support that customers care about is financial. Transitioning to an alternative energy source was considered financially unviable by nearly every participant.
Service standards and interruptions
Participants generally found the current standards and service interruption policies acceptable, emphasising the importance of swift restoration of gas supply. They did highlight their expectation of prioritisation and quicker response times for vulnerable customers and those on the Priority Services Register (PSR).
Support and service needs
Participants suggest that NGN could work with local organisations, community groups, and job centres to reach out to vulnerable and underreached customers. Many customers admitted to using less gas than they previously did, as they’ve swapped using the oven for an air fryer.