Key Performance Indicators
The contractual performance of Gas Safe Register is measured through a balanced KPI regime which looks at how we perform.
The Gas Safe Register is operated by Capita Gas Registration and Ancillary Services Ltd (CGRAS) on behalf of the Health and Safety Executive (HSE) under a service concession agreement. The performance of CGRAS is measured in three ways:
- KPI 1 Consumer awareness and understanding
- KPI 2 Gas consumer satisfaction with the service
- KPI 3 Gas engineers satisfaction with the service
KPI 1 - Consumer awareness
This KPI is measured through quarterly surveys with the general public, which are conducted online and in face-to-face interviews.
| Measure | KPI Target | 2019/20 |
|---|---|---|
| Consumer surveys | 59.70 | 61.01 |
KPI 2 - Consumer satisfaction
This KPI is measured through a quarterly survey with consumers who use the Gas Safe Register service online and on the phone:
| Measure | KPI Target | 2019/20 |
|---|---|---|
| Consumer surveys | 81.3 | 80.38 |
KPI 3 - Engineer satisfaction
This KPI is measured through a quarterly survey with registered engineers who use the Gas Safe Register service online and on the phone:
| Measure | KPI Target | 2019/20 |
|---|---|---|
| Engineer surveys | 78.2 | 79.40 |
If you have any queries regarding this information please contact the Gas Safe Register.
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