We aim to treat customers with respect, to communicate clearly with them, and to make their interactions with us as straightforward as possible. We aim at all times to provide a safe, reliable and efficient service to our customers.

This perspective looks at how we have done on customer service and reliability during 2010/11:

• Met all New York regulatory reliability targets for the third year in a row
• Improved ranking in three of four J.D. Power  US customer satisfactory surveys
• Our US contact and support centre handled 14.5 million calls, conducted 850,000 customer office interviews and responded to 90,000 customer emails.
• Severe winter weather in the UK led to us failing several of our emergency standards of service. We met all but one of our other regulatory standards
• The Edison Electric Institute presented an award to National Grid for our response to a storm on 13 and 14 March 2010, which affected nearly 270,000 LIPA customers