1. Place your chosen image here. The four corners must just cover the arrow tips. For covers, the three pictures should be the same size and in a straight line. UIP/IGT Customer Satisfaction Survey Summary Period 2 (July to December) 2012

2. 2 Background  In order keep our customers engaged and to seek feedback on the services, National Grid asks our UIP and IGT customers on a 6-monthly basis to respond to a customer satisfaction questionnaire.  This questionnaire is sent to our Independent Gas Transporter (IGT) and Utility Infrastructure Provider (UIP) customers to gauge their opinion on the connections and emergency services we provide.  This pack provides a summary of the feedback received from the 2 nd survey in 2012.

3. 3 2012 Period 2 Survey Overview  The survey was unchanged between this period and the previous questionnaire in mid 2012.  Historic surveys are available on National Grid’s website  The survey was first issued out to customers on 24 th January 2013 with responses to be returned by 22 nd February.  Response statistics for the survey are; Customer Category Surveys Issued (Companies / Individuals) Responses Received (Companies / Individuals) Response Rate (Companies / Individuals) IGT7 / 81 / 114.3% / 12.5% UIP62 / 704 / 46.5% / 5.7% Total69 / 785 / 57.2% / 6.4%

4. 4 Summary of Responses TopicResponder TypeNo. ResponsesMean Average Rating* National GridIGT13 UIP44^ Quotation ProcessIGT0No Answers UIP33.6^ Design Submission Process IGT13 UIP44^ Connections ProcessIGT0No Answers UIP0No Answers Emergency Services and Emergency Call Handling IGT12.5 UIPNot Applicable Emergency MeteringIGT13 UIPNot Applicable InvoicingIGT13 UIP13 Contract ManagementIGT12.75 UIP43.4^ * - Ratings range from 1 (Very Dissatisfied) to 5 (Very Satisfied), neutral response is 3 (neither) ^ - One rating of one removed from average as the score provided conflicts with the comments provided in that section

5. 5 You Said, We Did TopicYou SaidWe Did Quotation Process  “Response time especially for Compass assessments is very slow. When try to call someone they are very rarely there. LE responses are now coming with just a screen dump of the GBNA system and hand written on the side what they are for. No formal responses are received on some.”  “Good service – fault’s on initial application form rectified by phone call and job progress is not delayed. “  Thank you for bringing this issue to our attention. An investigation has concluded that where multiple files have been saved against your request with the same name (i.e. the National Grid Reference number); all documents using that same reference were automatically being attached with the response. All team members have been briefed about this issue and we hope that you find that the issue has been resolved. Please contact Adam Leeson or Claire Davies if you experience any further issues. Design Submission  “V good – helpful advice”  Thank you for your positive feedback Emergency Services and Emergency Call Handling  “Faxes contain jargon, omit whether the escape is controlled or uncontrolled and sometimes omit attendance times. Staff in the call centre take too long to accept a call if they cannot locate it on their map-most of our sites do not have full post codes. Would like escalation process for contacting engineers on site directly..”  Deployed a new data capture form within our dispatch team based upon detailed feedback.  Notification of emergency works currently in progress of being moved from fax to email. Invoicing  “Internal invoices could all be grouped together and billed in bulk. Invoices contain jargon and acronyms.”  We have investigated this and believe a monthly billing solution is possible in the longer term. This will be developed as part of the Emergency Services contract renewal over the next 12 months

6. 6 You Said, We Did TopicYou SaidWe Did Contract Management  “Some difficulty in contacting anyone in Contract Mgt. Lack of speed in dealing with FCA renewal and slow response to why FCOs did not action metering fault as “was not on contract” on their terminal.  “We are now operating with a web mapping system that is months out of date as the new portal system should be up and running and is not yet. New connection contract due out, we were told repeatedly that we would be able to sign this no problem however with 1 week to go network strategy brought out a set of rules which meant we could not sign the agreement.”  “V Good- information provided by website and support by staff for special complex jobs.“  New contract management team email account created for when your usual contact is unavailable (Box.Commercialcontr@nationalgrid.com)Box.Commercialcontr@nationalgrid.com  I am sorry that we had to delay the deployment of WebMaps due to issues arising during the transition of data. WebMaps formed part of a larger National Grid project to completely renew all of our asset repository and mapping systems. A risk assessment was undertaken and the decision was made to retain Internet Maps as the primary source of asset data. I am pleased to say that we have now fully deployed WebMaps and we are continuing to produce and distribute DVDs as an alternative source of information.  Tighter performance management processes implemented so performance rules are maintained and monitored throughout the contract term. National Grid Emergency Metering Connections Process  No comments received for these sections  National Grid would welcome any feedback our customers have in these areas

7. 7 Final Remarks  National Grid would like to thank all those who responded to the questionnaire, your feedback is very important to us.  Please visit http://www.talkingnetworksngd.com/ for further information on National Grid’s commitments to our customers and stakeholders.http://www.talkingnetworksngd.com/  The next customer satisfaction survey will be issued in July covering the first 6 months of 2013, but if you have any feedback in the mean time, please contact talkingnetworks.distribution@nationalgrid.com or your National Grid commercial contact. talkingnetworks.distribution@nationalgrid.com