National Grid sparks customer engagement with sustainability initiatives | Maru Group

Transparency is important in building customer trust so they can adopt sustainable practices.

Research uncovers the cause of resistance

National Grid conducted research to understand customer perceptions so they could address the core reasons for potential hesitancy and distrust. They engaged their online community of customers to gain insights into their level of knowledge and awareness of National Grid’s initiatives and the regulatory environment it which it operates. The results clearly showed that the customers who understand this regulatory relationship are more likely to engage with them and participate in their programs.

  • The regulatory environment defines the supply and delivery categories on customers’ bills.
  • Understanding what it means to have a supplier choice and what National Grid’s role is in that equation.
  • Rates are set through a transparent process. It is not something that National Grid independently or arbitrarily sets. The process is clearly defined and regulated.

Building trust with customers

Customers with regulatory awareness show more trust and are more likely to adopt energy-saving measures.

Show me the energy savings

National Grid has shown great enterprise in promoting sustainable practices and partnering with related industries. Besides their EE programs, their initiatives include solar power and work with electric vehicles (EVs).

Renewable energy for all

The company includes environmental justice communities in much of the work they do with EVs and solar energy and finds ways to meet the needs and concerns of these groups as well. This strong commitment to sustainability, their inclusive practices, strategic partnerships, and looking to the future shows that creative solutions can be found, and customer trust can be built in a low-engagement, highly regulated industry.

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Maru helps its clients make informed decisions in real-time by combining proprietorial software, deep industry experience, and unique IP in system 1 apps.

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Maru helps its clients make informed decisions in real-time by combining proprietorial software, deep industry experience, and unique IP in system 1 apps.