Key Performance Indicators

Our Key Performance Indicators (KPIs) help the Board and executive management team assess performance against our refreshed strategy laid out in July 2023.


(i) Measured independently, through individual questionnaires, the customer’s willingness to recommend British Gas following a gas engineer visit.

(ii) Includes British Gas Energy, British Gas Services & Solutions and Bord Gáis Energy households, as well as business customer sites in British Gas Energy and Centrica Business Solutions. 2022 restated due to availability of improved data. 

(iii) Colleague engagement methodology has changed from percentage favourable to an average score out of 10, measuring how colleagues feel about the company. We are unable to provide a 2021 comparison due to the change in methodology.