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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