J.D. Power’s recently released the 2015 Gas Utility Residential Customer Satisfaction StudySM, which shows that customer satisfaction with residential gas utilities continues to increase. According to J.D. Power, in 2015, overall customer satisfaction with residential gas utilities has increased by 27 points to 671 from 644 in 2014, “continuing an upward trend to an unprecedented level in the study’s history.”
The study, which measures residential customer satisfaction with gas utility companies across six factors (in order of importance): billing and payment; price; corporate citizenship; communications; customer service; and field service, ranks large (serving 400,000 or more residential customers) and midsize (serving between 125,000 and 399,000 residential customers) utility companies in four geographic regions: East, Midwest, South and West. The study is based on more than 66,000 responses from residential customers of 83 large and midsize gas utilities across the continental United States and satisfaction is calculated on a 1,000-point scale.
The following AGA members ranked highest in customer satisfaction in their respective region: New Jersey Natural Gas (East Large), Columbia Gas of Pennsylvania and Elizabethtown Gas in a tie (East Midsize), MidAmerican Energy (Midwest Large), Alliant Energy (Midwest Midsize), Oklahoma Natural Gas (South Large), TECO Peoples Gas (South Midsize), NW Natural (West Large), and Cascade Natural Gas (West Midsize).
AGA members deliver clean, efficient and affordable natural gas to more than 177 million Americans and are a true partner in the communities they serve. Many utilities have served their customers for more than 100 years.
Congratulations to all the AGA members who were recognized by J.D. Power.
