Customer Satisfaction
Electricity Transmission (ET)
ET connects customers, such as data centres, battery storage projects, offshore wind farms, transport networks and solar farms, to the electric transmission network. ET collaborates closely with National Energy System Operator (NESO) to ensure that electrical supply meets demand.
It's important to note that NESO holds the contract with the customer, and National Grid Electricity Transmission (NGET) has a contract with NESO to carry out the work to connect projects. Electricity Transmission owns the customer journey end-to-end, connecting customers to the network safely, to time and to budget.
Watch a video or read about the energy projects that ET connected to the UK network in 2024.
Electricity Distribution (ED)
Electricity Distribution is the UK’s largest electricity distribution network and serves nearly 8 million customers in the East and West Midlands, South West and Wales. With a distribution area of over 55,000 square kilometres, ED delivers essential power to millions of homes and businesses across its regions.
Electricity Distibution is proud of their reputation as the UK’s leading electric distribution company and the exceptional service that they are able to offer to customers. ED promises to meet five key goals to achieve customer excellence:
- Safety - The safety of customers and employees is paramount
- Network reliability - Minimisation of disruption caused by unscheduled power supply interruptions
- Customer service - Provision of exceptional service through UK based contact centers
- Business efficiency - Investment in new technology and innovation
- Environmental protection - Innovative technical solutions to reduce system losses and cut carbon footprint
Learn more about Electricity Distribution’s customer commitment.
National Grid Ventures (NGV)
We have a variety of customers who trade on our interconnectors, with energy suppliers being one of the primary participants. Our interconnectors allow suppliers to access electricity from neighbouring countries so that they can meet demand more effectively and at competitive prices.
Utility companies, which generate electricity or supply it to homes and businesses, also trade on our interconnectors. They may engage in trading to balance supply and demand in their service areas, ensuring that any shortfalls can be addressed by importing electricity from other regions. Independent power producers also use our interconnectors to reach new markets beyond the borders of their own country.
Finally, large industrial consumers, such as manufacturing plants and data centres, may also participate in trading on our interconnectors. By sourcing electricity from other countries, they can secure a more reliable and cost effective power supply, which is essential for their operations. We have also seen increased interest from banking institutions who look to diversify their portfolio.
Delivering customer excellence is a key priority for National Grid Ventures. The business unit maintains an ambitious visibility campaign involving attendance at major industry events such as Commodity Trading Week, Energy Trading Week, UK Energy Day, and E-World, which is Europe's largest energy trade fair. NGV also has dedicated Account Managers who maintain regular contact with all customers to provide support throughout their experience with National Grid, from the beginning of their registration and onboarding through the account management phase.
In response to customer feedback, NGV has also invited customers to a series of face-to-face events including site visits and other sessions where customers can come together to network and focus on specific issues.
US
In the US, we serve close to 6 million residential and commercial customers throughout New York and Massachusetts. As the distribution utility, we provide the safe, reliable energy that our customers need every day to power their homes and businesses.
Our US business aims to place the customer at the forefront of every decision we make as an organization. Whether our customers are paying a bill or requesting a new service connection, we seek to deliver a simple experience that meets their needs.
We want our customers to feel valued and our mission is to provide knowledgeable, responsive and caring service to every customer, every time.
