Gas utility customer satisfaction survey leaders concentrate on communicating the value of their investments
When the results of J.D. Powers’ 2023 U.S. Gas Utility Customer Satisfaction studies were released, both the residential and business studies noted a decline in customer satisfaction tied in large part to the increased price of natural gas.
The report advises utilities to counter this dissatisfaction by clearly communicating the value of the investments they’ve made and by helping customers see that their money is being put to good use. Two of the leading utilities describe doing exactly that.
For Southwest Gas—which topped the list of utilities in the West in business and large residential customer satisfaction for the fourth consecutive year—communications focus largely on the utility’s investments in infrastructure, energy-efficient technologies, safety and damage prevention programs. Additionally, the utility has highlighted recent improvements important to its customers, including a new dedicated Customer Experience department; an expedited call escalation process for business customers; the expansion of tech-in-route notifications through its mobile app; and ongoing work to expand the digital functionality of business customer portals.
“Our customers are at the center of everything we do at Southwest Gas, and we work diligently to exceed their expectations every day,” Justin Brown, president of Southwest Gas, told American Gas.
TECO Peoples Gas, which ranked highest in the South Midsize segment of the residential survey for the 11th consecutive year, has taken what it calls a simple and holistic approach, reminding customers that it doesn’t compete solely on price, but on what customers value as well.
“We’re looking for ways to work better and serve our customers better,” Joann Wehle, vice president of strategy, marketing and communications at TECO Peoples Gas, told American Gas. “Over the past few years, we’ve implemented innovative technologies to help us do both.”
These technologies include barcoding infrastructure components with GPS data to help mapping efforts, deploying sophisticated MobileGuard emissions and leak detection equipment, and replacing legacy pipe.
“We’re also focused on relevant, consistent and transparent communications that reinforce the reliability, resiliency and value we provide our customers and communities,” Wehle said.
She said that during 2023’s request and eventual approval for a rate increase from the Florida Public Service Commission, the utility emphasized the value of natural gas and the work the company does to deliver it, from adding miles of infrastructure to investing in critical operational enhancements.
Visit J.D. Power’s website for more information about the surveys, including lists of ranking utilities.