The Puzzle
SGN is a British gas distribution company. It manages natural and green gas distribution networks in Scotland and in the south of England
As part of the process of developing SGN’s next strategic business plan, it wanted to consult current and future domestic users of energy plus small and medium sized businesses
During this consultation process, SGN wanted to include both spontaneous consumer reactions to the ideas that SGN is considering, and also more considered views – using deliberative methods where consumers were informed about the context and issues so that they could participate in a more educated debate
The Pieces
In 2023-2024 we ran a research programme with five elements:
In 2023-2024 we ran a research programme with five elements:
- An initial deliberative exercise to explore consumer priorities, where 100 participants attended an online deliberative event once a week for three weeks, involving plenary and focus group sessions
- 3,000 quantitative interviews to prioritise consumer needs
- 3,000 quantitative interviews to explore pricing
- A final deliberative exercise to help shape the final business plan where, in a similar vein to the initial stage, 100 participants attend an online deliberative event once a week for four weeks, with plenary and focus group sessions
- An online community panel running in parallel throughout the project to explore issues as they arise or that need more depth
The Picture
This project involved working collaboratively with consumers and businesses over time to explore complex topics around energy provision, and the need to reduce carbon emissions to meet government Net Zero goals, in a way that was accessible
This project has helped SGN gain direct access to the voice of the customer to inform their business planning and understand the answers two important questions:
- Whether customers think SGN’s plans are going in the right direction
- Whether customers feel the level of ambition in SGN’s plans feel right
English (UK) 
English (United States)