In November 2022, J.D. Power released the 2022 Gas Utility Residential Customer Satisfaction Study. Though the study found price satisfaction at its lowest since 2016, it also noted that gas utility providers can elevate satisfaction through effective customer communications.
In the report, Mark Spalinger, director of utilities intelligence at J.D. Power, recommended that utilities continue to leverage their communications programs, particularly their digital channels, to boost overall customer satisfaction. It’s a strategy embraced by several of the utilities recognized by the study.
For TECO Peoples Gas, which led the South Midsize segment in customer satisfaction for the 10th consecutive year, the widespread adoption of mobile devices and social media has been a catalyst for change in its approach to communications. In late 2021, the utility launched an updated, mobile-first website that includes a virtual chat feature to help customers self-serve.
However, with 42% of customers still receiving a paper bill, traditional communications remain a significant component of its strategy.
“Our layered, multimedia delivery coupled with fresh messaging and graphics help our messages resonate with customers across Florida,” Joann Wehle, vice president of strategy, marketing and communications for TECO Peoples Gas, told American Gas.
Topping the East Midsize segment for the eighth consecutive year, Elizabethtown Gas employs a similarly nimble multichannel approach, amplifying its presence across social media, evolving it from a content platform to a customer service channel.
The utility has also increased customer reach by including paid search and digital ads in its energy assistance marketing strategy.
DTE earned the highest customer satisfaction for residential natural gas service in the Midwest Large segment for a third consecutive year, in part by allowing customers to opt into their channels of choice. It also offers a variety of feedback tools, including digital preference centers, focus groups and surveys, to make sure customers get the messages they want the way they want them.
Southwest Gas, which was recognized for the third consecutive year as best in customer satisfaction with residential natural gas service in the West Large segment, reports increasing its use of digital channels for safety education. A large part of the utility’s safety education is now delivered through social media, search, apps, streaming services and web content. In addition, the ability to geotarget and reach people within a certain area to inform them of construction work has proved particularly popular with customers.
For a complete list of customer satisfaction rankings, visit jdpower.com.