COSTA MESA, Calif., Jan. 17, 2018 /PRNewswire/ -- Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study,SM released today. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power.
"Gas utilities have put huge efforts into customer safety preparedness during the past few years, and those efforts are starting to pay off in the form of record-high levels of satisfaction among business customers," said Carl Lepper, Director, Utility Practice at J.D. Power. "Since our 2015 study, we've seen 19% growth in customers' perceptions of gas utilities being very helpful with safety preparation, and that has been the biggest single contributor to the significant industry-wide improvement in customer satisfaction."
Following are some key findings of the study:
Study Rankings
The industry results for the 2017 study are reported across four U.S. geographic regions: East, Midwest, South and West. The following utilities rank highest in customer satisfaction in their respective region:
Now in its 13th year, the Gas Utility Business Customer Satisfaction Study measures business customer satisfaction with gas utility companies in four regions: East, Midwest, South and West. Each of the 61 brands included in the study serve more than 25,000 business customers, representing more than 4 million business customers in total. Overall satisfaction is measured by examining 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%).
The study is based on responses from more than 10,000 online interviews with business customers who spend at least $150 monthly on gas. The study was fielded in two waves: February-June 2017 and July-November 2017.
To learn more about the Gas Utility Business Customer Satisfaction Study, visit http://www.jdpower.com/resource/us-gas-utility-business-customer-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2018003.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
Study Rankings | |
Overall Customer Satisfaction Index Ranking | |
East Region |
|
New Jersey Natural Gas |
827 |
UGI |
813 |
BGE |
798 |
PSE&G |
795 |
Columbia Gas of Pennsylvania |
794 |
PECO |
791 |
Washington Gas |
782 |
East Region Average |
782 |
Con Edison |
781 |
Eversource |
778 |
Peoples |
774 |
Philadelphia Gas Works |
770 |
National Grid |
766 |
Columbia Gas of Massachusetts |
765 |
National Fuel Gas |
762 |
NYSEG |
757 |
Midwest Region |
|
DTE Energy |
813 |
Duke Energy |
808 |
Atmos Energy-Midwest |
807 |
MidAmerican Energy |
805 |
Louisville Gas & Electric |
801 |
Dominion Energy Ohio |
797 |
Laclede Gas |
797 |
Columbia Gas of Ohio |
795 |
Vectren |
794 |
Consumers Energy |
793 |
Peoples Gas |
793 |
CenterPoint Energy-Midwest |
791 |
Xcel Energy-Midwest |
789 |
Midwest Region Average |
787 |
Black Hills Energy |
786 |
Kansas Gas Service |
786 |
Nicor Gas |
777 |
Alliant Energy |
769 |
Wisconsin Public Service |
769 |
Missouri Gas |
768 |
Ameren Illinois |
764 |
We Energies |
764 |
NIPSCO |
762 |
South Region |
|
Alagasco |
837 |
TECO Peoples Gas |
832 |
South Carolina Electric & Gas |
829 |
Piedmont Natural Gas |
826 |
Atmos Energy-South |
822 |
CenterPoint Energy-South |
821 |
South Region Average |
820 |
Texas Gas Service |
815 |
PSNC Energy |
811 |
Oklahoma Natural Gas |
801 |
West Region |
|
NW Natural |
819 |
Southwest Gas |
807 |
Southern California Gas Company |
804 |
San Diego Gas & Electric |
800 |
Puget Sound Energy |
797 |
Avista |
794 |
Questar Gas |
793 |
West Region Average |
790 |
New Mexico Gas Company |
771 |
Pacific Gas & Electric |
770 |
Xcel Energy-West |
752 |
Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-infohttp://www.jdpower.com/about/index.htm
SOURCE J.D. Power
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