J.D. Power and Associates released the results of their 2012 Gas Utility Business Customer Satisfaction Study and we are proud to say that satisfaction with communications from gas utilities has improved significantly among business customers. This has contributed to a notable increase in overall satisfaction.
AGA members CenterPoint Energy, New Jersey Natural Gas, NW Natural, Texas Gas Service; and Wisconsin Public Service were each ranked highest in their respective regions in satisfying gas utility business customers.
According to the press release on the study, the aspects of communications that have improved most from 2011 are education about important natural gas safety issues and issues that are important to the business. In addition:
- The percentage of customers who recall receiving a communication from their utility has increased.
- Satisfaction with billing and payment has improved notably.
- Customers who receive e-bills are considerably more satisfied with billing and payment than are customers who receive paper bills.
- Satisfaction with bill payment at the utility’s website has increased considerably.
Now in its seventh year, the study measures business customer satisfaction with their gas utility company in four regions: East, Midwest, South and West. Satisfaction is measured by examining six factors: billing and payment; corporate citizenship; price; communications; customer service; and field service.