Gas Utility Providers Must Remain Diligent and Creative with Communications

COSTA MESA, Calif.: 4 Sept. 2019 — As gas utility customer communication with their provider has decreased over the past four years, it is imperative that gas providers become more purposeful and diligent with their proactive communications as it has a significant influence on customer satisfaction, according to the J.D. Power 2019 Gas Utility Residential Customer Satisfaction Study.SM

“Customers that recall receiving communications from their gas utility providers have a significantly higher satisfaction score,” said Carl Lepper, Director of the Utility Practice at J.D. Power. “Specifically, if these providers are reaching out with information regarding reliability of natural gas delivery and important safety measures without seeming redundant or noisy, we have found those to be most effective.”

Study Rankings

  • East Large Segment: New Jersey Natural Gas
  • East Midsize Segment: Elizabethtown Gas
  • Midwest Large Segment: Consumers Energy
  • Midwest Midsize Segment: Madison Gas & Electric
  • South Large Segment: CenterPoint Energy
  • South Midsize Segment: TECO Peoples Gas
  • West Midsize Segment: Cascade Natural Gas

The 2019 Gas Utility Residential Customer Satisfaction Study is based on responses from 57,879 online interviews conducted from September 2018 through July 2019 among residential customers of the 84 largest gas utility brands across the United States, which represent more than 62 million households.

For more information about the Gas Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/us-gas-utility-residential-customer-satisfaction-study.

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.

Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

About J.D. Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info

Media Contacts:
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study
2019 Gas Utility Residential Customer Satisfaction Study