The latest J.D. Power study finds high consumer satisfaction with gas utilities
Residential natural gas customers continue to express confidence in how their utilities have responded to their needs during the COVID-19 pandemic.
“Residential gas utility providers did a phenomenal job of keeping customers satisfied through the pandemic with increased communication, billing forgiveness programs and conservation tips,” Mark Spalinger, director of utilities intelligence at J.D. Power, said in a news release announcing the 2021 J.D. Power Gas Utility Residential Customer Satisfaction Study.
Mark Kahrer, senior vice president–regulatory affairs, marketing and energy efficiency, New Jersey Natural Gas, said receiving the honor for the seventh consecutive year in the East Large Segment of the study reflects the utility’s commitment to customer connection.
“Listening to and staying connected with our customers is essential to understanding their needs and meeting their expectations every day,” Kahrer told American Gas. “We recognize our customers rely on us to deliver safe, reliable service to keep their homes warm and businesses running. They also count on us to help them save energy and money, deliver on our climate and clean energy goals, and be a good corporate citizen.”
This marks the ninth consecutive year—a new record—that residential customers of TECO Peoples Gas have rated it highest in customer satisfaction in the South Midsize Segment.
Peoples Gas views itself as a strategic partner with its customers, making investments and advancements in infrastructure and technologies to ensure a safe and resilient natural gas system that meets evolving customer expectations, Helen Wesley, president of Peoples Gas, told American Gas.
“By expanding our sustainability efforts and alternative fuels like renewable natural gas, we are playing a major part in Florida’s clean energy future,” she said. In addition to its energy-related offerings, Peoples Gas continues to advance its core customer solutions, including launching a new interactive phone experience and refreshed website last December.
Other top winners include Elizabethtown Gas, East Midsize Segment; DTE Energy, Midwest Large Segment; WPS, Midwest Midsize Segment; Texas Gas Service, South Large Segment; Southwest Gas, West Large Segment; and Intermountain Gas Company, West Midsize Segment.
To maintain high customer satisfaction this year, as natural gas prices and customer usage increase, Spalinger said utilities must continue to help customers manage their monthly usage and provide clear information regarding billing.
The 2021 Gas Utility Residential Customer Satisfaction Study is based on responses from 60,096 online interviews conducted from January 2021 through October 2021 among residential customers of the 85 largest gas utility brands across the United States, which represent more than 62.9 million households.
The study examines satisfaction across six factors: billing and payment, corporate citizenship, price, communications, customer service, and safety and reliability.