December 2020






We wanted to gain a baseline understanding of customer attitudes and preferences, and how they may have been influenced by the extensive societal change experienced in 2020. It was important we understood their priority areas, to help shape and amend proposals for our next business plan period, RII0-2. To help inform and provide an evidence base for future business planning, we will undertake this research annually to assess how customer views change over time.



of customers support the use of hydrogen if it has lower environmental impacts

Delivering a reliable service

was voted the top priority area, closely followed by providing a safe service and keeping bills low



customers feel it is important for us to encourage a diverse workforce and inclusive workplace

1 in 3

domestic customers told us they sometimes have difficulties paying their energy bills

Reducing carbon emissions

is seen as the most important environmental action with just under half of customers selecting it in their top three environmental priorities



of customers would welcome energy efficiency advice and believe NGN have a role in supporting customers with this



of customers believe it is important for us to encourage social mobility, with ‘Access’ seen as the most important area of priority

Connecting fuel poor households

to the gas network is, by far, the vulnerability initiative that customers prioritise most


2 in 3

domestic customers say they use more energy now than prior to the Covid-19 pandemic


of customers support our green fleet targets

Fairness, accountability and responsiveness

were voted as the top values for NGN to uphold


of customers expect an updated estimate if reinstatement works take over 3 days

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