Driving improvements in our safety, customer and operational performance
Customer service
We aim to impress our customers with the quality of the services we provide, with our responsiveness when things go wrong, and with our dedication to continued improvement.
We use business specific service quality performance measures to measure our performance in this area.
We will achieve our aim by enhancing or replacing the systems we use, providing our employees with the training, empowerment and support they need to deliver, and by improving the quality of our internal and customer communications.
An implementation programme will begin during 2009/10 to enhance our US customer experience across all areas. This includes ensuring complete alignment of all customer contact activities, streamlining work for the benefit of our customers, and prioritising resolution of customer issues at the first point of contact with National Grid.
In Gas Distribution, we will focus on standardising our practices and maximising collective learning. This will enable us to create a more consistent offering to all our customers. Greater levels of analysis and focus will be given to specific areas of low customer satisfaction.
In our 2009 employee survey, 57% (2008: 47%) of our employees believed National Grid is a good company for customers to do business with.
Further information on our customer service during the year is provided within each of the business sections Transmission, Gas Distribution, Electricity Distribution & Generation and Non-regulated businesses and other.