Category Archives: utility

Lisa O'Leary AGA’s Safety Video Awards Are Back

movie clapper board FINALAGA is pleased to once again present the AGA Safety Awareness Video Excellence (SAVE) Awards, recognizing the outstanding contributions utilities across the country make in natural gas communications and safety.

Many utilities have already put in the hard work of making safety videos. This provides an outlet to share these important messages and advocacy priorities of the natural gas industry.

AGA Full and Limited Members are encouraged to submit videos which highlight natural gas safety. One winner will be selected in each of the following two categories:

  • Internal audience – video created specifically for staff training, awareness or education.
  • External audience – public communications video targeted to the general public or a specific group within the general public.

The videos can be brand new or something pre-produced, but must have been created after May 2014 and cannot be a video that was previously submitted to the 2015 SAVE Awards. It is recommended that the videos be no longer than four minutes.

The award recipients will be announced at the AGA Operations Conference General Session being held on April 20, 2016 in Phoenix, Arizona, as well as an article in the American Gas Magazine and the AGA Blog.

Procedures & Conditions | Submission Form

Submissions are due to AGA by March 14. Public voting for external videos begins on March 24, 2016.

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Lisa O'Leary J.D. Power Survey Reveals Safety, Reliability Drive Gas Utility Business Customer Satisfaction

Safety and reliability, along with awareness of local gas storage and pipeline facilities, are the most important drivers of customer satisfaction among business customers with natural gas, according to the 2016 Gas Utility Business Customer Satisfaction Study, created by J.D. Power and Associates.

Now in its 11th year, the study released in February measured business customer satisfaction with gas utility companies by looking at six factors (listed in order of importance): safety and reliability (25%); billing and payment (17%); corporate citizenship (15%); customer service (15%); price (15%); and communications (13%).

Each utility company included in the study serves at least 25,000 business customers, or more than four million in total, and were ranked in four geographic regions: East, Midwest, South and West. This year’s study was based on responses from 10,635 online interviews with business customers who spent at least $150 per month on natural gas.

We were excited to learn the utilities that ranked highest in customer satisfaction in their respective regions are all members of American Gas Association (AGA):

According to the study, while satisfaction continues to improve, maintaining a safe gas system, providing a reliable gas service and clarity of information about gas safety are the most important drivers of business customers. When utilities communicate this information, safety and reliability satisfaction increases by more than 100 points. The study also revealed recall of communication through digital means, such as email and the company website, increased satisfaction to an all-time high, just behind direct communication with an account representative.

Safety is the core value and highest priority for America’s natural gas utilities. AGA and its members are committed to delivering natural gas safely and reliably to homes and businesses across the nation, and are true partners to the communities they serve.

To learn more about the 2016 Gas Utility Residential Customer Satisfaction Study, click here.

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Jennifer O'Shea Natural Gas Utilities Recognized for Residential Customer Satisfaction

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.

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Lisa O'Leary AGA Members Among 2015 Most Trusted Natural Gas, Combination Utilities

Utilities Building Brand Trust Among Residential Customers

According to a recent study published by Cognet Energy Reports, trust in utilities from residential customers continues to increase. The score for brand trust increased by 29 points over the 2014 score to 685 (on a 1,000-point scale), according to the Residential Utility Trusted Brand & Customer Engagement study, which also measures the overall customer engagement relationship. Brand trust is comprised of six factors: company reputation and advocacy, customer focus, community support, communication effectiveness, environmental dedication and reliable quality.

Multiple American Gas Association (AGA) members were among the most trusted natural gas and combination utilities ranked in the study, achieving top regional designation (or top two in region) and a brand trust score above the utility average of 685. AGA is proud to congratulation the following members:

Natural Gas
South
TECO Peoples Gas – 767
Piedmont Natural Gas – 766

West
Southwest Gas – 763
SoCalGas – 757
NW Natural – 746

Midwest
Columbia Gas of Ohio – 736
Citizens Energy – 699

East
New Jersey Natural Gas – 723
UGI Utilities – 699
National Fuel Gas – 689

Combination (Natural Gas & Electric)
South
CPS Energy – 748

West
Northwestern Energy – 688

Midwest
DTE Energy – 723
Wisconsin Public Service – 717
MidAmerican Energy – 714
Xcel Energy – Midwest – 714
Consumers Energy – 709
Alliant Energy – 709

East
Delmarva Power – 689

Cogent Report 2015

The results of the study were taken from a web-based survey among residential electric and natural gas utility customers of the largest 125 utility companies in the U.S., based on residential customer counts. Among the factors composing brand trust, customer focus, as well as company reputation and advocacy were key drivers and improved the most over last year, according to the study.

AGA utility members deliver clean and affordable natural gas to more than 177 million Americans, and work consistently to enhance safety and reliability, strengthen and grow our country’s infrastructure, improve our environmental footprint, and give back to the local communities they serve – some as many as 100 years.

To learn more about the 2015 Residential Utility Trusted Brand & Customer Engagement study, click here.

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