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 Business Services Ltd on behalf of the Health and Safety Executive (HSE) under a service concession agreement. The performance of Capita Business Services Ltd 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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