A J.D. Power study recognizes gas utilities for excellent customer and community service during the pandemic
During the COVID-19 pandemic, customers’ satisfaction with their natural gas utilities increased dramatically, according to the “J.D. Power 2020 Gas Utility Residential Customer Satisfaction Study.”
“In general, we saw an increase in overall satisfaction of plus-10 index points for the industry,” Carl Lepper, director of the utility practice at J.D. Power, told American Gas. “Overall, 60 out of 83 brands represented in this benchmarking study improved in overall customer satisfaction since March.”
The high marks were in response to the enormous efforts by natural gas utilities to assist their customers with proactive communications on topics such as financial assistance, he said.
Only two brands, both AGA members, led their respective segments in all factors: New Jersey Natural Gas in the East Large Segment and TECO Peoples Gas in the South Midsize Segment.
Peoples Gas received the highest score in the history of the “Gas Utility Residential Customer Satisfaction Study” and is the first to achieve the highest ranking in its segment eight years in a row.
“Throughout this health crisis, our team has shown true commitment to safely delivering essential energy and services for our neighbors and businesses,” said T.J. Szelistowski, president of Peoples Gas. “We have volunteered, personally donated to food banks and other critical community services, and worked hard to support our customers—especially those in need.”
The utility also voluntarily suspended all disconnections related to nonpayment for several months and, with its affiliate Tampa Electric, contributed more than $1 million to support Floridians who have lost their jobs or substantial income as a result of the pandemic.
DTE Energy, overall winner in the Midwest Large Segment, was No. 1 in the J.D. Power study for safety & reliability, communications and corporate citizenship.
“While this is the fifth J.D. Power trophy for DTE Gas in seven years, we haven’t earned the coveted residential award since 2014, so this is a huge accomplishment,” Matt Paul, president and chief operating officer, DTE Gas, told American Gas. “I’m particularly excited about the safety and reliability ranking. This speaks to our customers’ appreciation of our efforts to keep them safe during this pandemic.”
Paul thanked the DTE Gas team members for all their hard work. “The overall first-place ranking is a direct result of the entire gas team embracing service excellence and our service keys of safety, caring, dependability and efficiency,” he said.