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):

• East Region: Con Edison and Washington Gas (tie)
• Midwest Region: Xcel Energy – Midwest
• South Region: Alagasco and TECO Peoples Gas (tie)
• West Region: Questar Gas

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.