Natural gas customer satisfaction of their utility service has grown positively for the third consecutive year, according to the 2014 Gas Utility Residential Customer Satisfaction Study, created by J.D. Power and Associates.
The recently released study measured residential customer satisfaction with gas utility companies by looking at six factors: billing and payment; price; corporate citizenship; communications; customer service; and field service.
Large (125,000 and 399,999 residential customers) and midsize (400,000 or more residential customers) utility companies were ranked in four geographic regions: East, Midwest, South and West. American Gas Association (AGA) members UGI Utilities, DTE Energy, Oklahoma Natural Gas and NW Natural ranked highest among large utilities, while Columbia Gas of Pennsylvania, Madison Gas and Electric, TECO Peoples Gas and Colorado Springs Utilities ranked highest among midsize utilities.
Other AGA members who were ranked second or third place in their respective utility size and region include: New Jersey Natural Gas, National Fuel Gas Company, Rochester Gas & Electric, Consumers Energy, MidAmerican Energy, Alliant Energy, CenterPoint Energy-South, Texas Gas Service, South Carolina Electric & Gas, Virginia Natural Gas, Southern California Gas Company and Southwest Gas.
According to the study, communication from gas utilities informing customers about efforts to keep energy costs low, as well as demonstrating leadership in the community are key drivers of satisfaction. The study, fielded between September 2013 and July 2014, was based on nearly 70,000 responses from residential customers of 83 large and midsize gas utilities across the U.S.
AGA utility members deliver clean and affordable natural gas to more than 177 million Americans, and are true partners in the communities they serve, some for as many as 100 years.
To learn more about the 2014 Gas Utility Residential Customer Satisfaction Study, click here.