Gas network operators (GNOs) regularly engage with customers and stakeholders, but their varied methods make it hard to compare results, especially during business planning. A harmonised approach was needed to enable collaboration and comparability without losing each network’s unique needs.

Create Clarity led a collaborative process to develop a practical “rulebook” for business plan acceptance testing. This included gathering input from all GNOs, creating standard templates for educational materials, and aligning key elements like question wording and analysis protocols. We also reviewed best practices across sectors and involved Citizens Advice for independent review.

The result was a ratified guidebook with minimum standards for acceptance testing, including de-branded templates, standardised questions, and clear analysis protocols. GNOs adopted these principles, enabling consistent, confident interpretation of acceptance scores in their business plans.