Customer Satisfaction Increases among Gas Utility Business Customers, J.D. Power Finds
Reliability, Corporate Citizenship and Communication Seen as Keys
COSTA MESA, Calif.: 11 Dec. 2019 — Overall customer satisfaction among gas utility business customers increases to 804 (on a 1,000-point scale) in 2019, boosted by performance in reliability, corporate citizenship and communication, according to the J.D. Power 2019 Gas Utility Business Customer Satisfaction Study,SM released today. Not only do service interruptions continue to decline, but gas utilities’ effective communication with customers is linked to higher satisfaction.
“The 10-point increase from the 2018 study gives the gas industry one of the highest satisfaction scores in the utility industry,” said Carl Lepper, Director of the Utility Practice at J.D. Power. “Gas utilities are doing a better job of providing reliable service at an affordable price. Business customers are especially attuned to local economic development efforts and conservation programs by gas utilities. Through ongoing, proactive communication about corporate citizenship, as well as topics relating to safety, reliability and infrastructure, gas utilities can continue to generate higher satisfaction for their business customers.”
The industry results for the 2019 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:
- East: BGE (for second consecutive year)
- Midwest: Louisville Gas & Electric
- South: TECO Peoples Gas
- West: NW Natural (for fourth consecutive year)
Now in its 15th 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 60 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 9,600 online interviews with business customers who spend at least $150 monthly on natural gas. The study was fielded in two waves: February-June 2019 and July-October 2019.
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 has offices serving North America, South America, Asia Pacific and Europe.
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