Frequently Asked Questions

How do I join?

Once you receive an invitation to join our Customer Council, you will need to complete a profiling survey to tell us a little bit about you and your household. Once you've done this, we’ll send you a confirmation email. You must click on the link in the email to complete your registration and become an official member. It’s only after that that we are able to send you surveys and other activities and you can start earning great rewards.

What's in it for me?

Our Customer Council provides you the opportunity to have your say and ultimately contribute to future developments for National Grid. Your feedback from our research will go towards making real improvements to products and services. You'll also have an opportunity to earn great rewards by participating.

How often will I be invited to take part in a survey?

Once you have completed the profiling survey, we will invite you to participate in surveys and other research projects from time to time. We know your time is valuable, so we will try to keep our surveys as short as possible.

You can be a member for as long as you like, and you do not have to participate in all activities. However, if you do not participate in any activities for a prolonged period, then we will email you to see if you would like to continue to be a member. If you do not respond, then we will remove you from the panel.

How often may I participate in any one survey?

Our surveys are by invitation only, and to ensure the highest standards of professional research, you can complete any given survey only once.

How will I know if there is a survey for me to complete?

We will send you an email invitation with a link to a survey. All of the surveys that you are eligible to take part in will also be available on our Customer Council website once you log in. Log in regularly to ensure you don’t miss sharing your opinions.

How are the results of the research used and by whom?

The research will be used by our insights team in their on-going research. The feedback you share will be used to understand customer preferences and experiences with National Grid's products and services, enabling us to make informed decisions and enhance the overall customer experience.

What if I forgot my password?

As a reminder, your password is a minimum of 8 characters, contains at least 1 letter, at least 1 symbol, at least 1 number and both upper and lower-case letters. Click here to reset your password. We will then email you a secure link via which a new password can be set. You can then use this new password to log into our Customer Council website.

What happens to my personal information and the answers I give?

You can be assured that all the information you give us will remain confidential at all times. We will not sell your data on to third parties. All of our findings are covered by our privacy policy.

How do I cancel my membership to National Grid Customer Council?

You can unsubscribe from our Customer Council by logging in and editing your profile. There you will find the option to unsubscribe. If you're not able to log in, please send us an email and let us know you'd like to unsubscribe. Click here to contact us.

Who is The Harris Poll?

The Harris Poll is a global Research Agency that specializes in creating and managing panels and communities. More information can be found here.

What do I do if I need help?

If you experience any problems with our Customer Council website, please click here.

What kind of activities may I expect?

As a member of our Customer Council, you'll be invited to participate in surveys, polls and discussions. You may also be invited to participate in online focus groups and diaries. Log in regularly to check for activities available to you or watch your email for invites.

What are the rewards for participating?

As a member of our Customer Council, for most surveys, you will be awarded points that can be redeemed for gift certificates or charitable donation of your choice online after you have accumulated a minimum number of points - it's easy to earn great rewards.

The number of points you earn will vary based on how much effort is required. Our invitation for each survey or other activity will always include how many points you will earn for participating. Participate as often as you can and watch your point balance grow.

*Note, points value may change based on member feedback and participation rates. We'll always let you know when this happens.

How do I check my points balance and redeem my points?

To redeem your points, simply click on 'Rewards' in the top navigation after logging in, then click on 'Survey Points' to view your point balance and e-gift card or charitable donation options. If you have at least 50 points, you may click on the e-gift card or charitable donation of your choice and redeem. You will receive your electronic gift card by email.

To ensure you receive our emails, please add our email address (support@customercouncil.nationalgrid.com) to your safe sender list, safe recipient list, white list (different names are used in different email programs) or to your address book.

Is there a limit to the number of reward points I can earn?

There is no limit to the number of points you can earn.

Do reward points expire?

Your points will not expire as long as you remain an active member of our Customer Council.

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