U.S. Gas Utility Business Customer Satisfaction Study
Study Details
As the demands of business utility customers continue to evolve, it is imperative that gas utilities stay up-to-date regarding their customers’ needs and expectations as well as industry trends. Utilities that understand their customers’ attitudes, behaviors, and preferences are better able to target performance improvement initiatives that increase overall customer satisfaction.
The Solution
The JD Power U.S. Gas Utility Business Customer Satisfaction StudySM measures business customers’ satisfaction with their gas utility in four U.S. geographic regions: East, Midwest, South and West. The study examines satisfaction across eight dimensions: Monthly Cost; Trust; Safety & Reliability; Ease of Doing Business; Information Provided; People; Problem Resolution; and Digital channels.
The study allows utilities to:
- Measure and trend critical components that drive overall satisfaction among business gas utility customers
- Identify the relative strengths and weaknesses of gas utilities among commercial customers of all sizes
- Benchmark performance on customer satisfaction among the nation’s largest gas utilities
As the demands of business utility customers continue to evolve, it is imperative that gas utilities stay up-to-date regarding their customers’ needs and expectations as well as industry trends. Utilities that understand their customers’ attitudes, behaviors, and preferences are better able to target performance improvement initiatives that increase overall customer satisfaction.
The Solution
The JD Power U.S. Gas Utility Business Customer Satisfaction StudySM measures business customers’ satisfaction with their gas utility in four U.S. geographic regions: East, Midwest, South and West. The study examines satisfaction across eight dimensions: Monthly Cost; Trust; Safety & Reliability; Ease of Doing Business; Information Provided; People; Problem Resolution; and Digital channels.
The study allows utilities to:
- Measure and trend critical components that drive overall satisfaction among business gas utility customers
- Identify the relative strengths and weaknesses of gas utilities among commercial customers of all sizes
- Benchmark performance on customer satisfaction among the nation’s largest gas utilities
Benefits
A study subscription provides access to the tools you need to gain a comprehensive, in-depth understanding of how your utility is performing from a business customer viewpoint and to identify any areas that need improvement.
Deliverables include:
- A management discussion and executive presentation that provide insights into key industry trends and study findings, allowing you to maximize performance and prioritize improvement initiatives
- Access to competitive data sets that are provided in various data formats for your company to utilize with your other databases, including an easy point-and-click database for quick and effective data analyses
- An impact simulator built around your utility’s performance on industry critical management metrics, modeling the impact of one or multiple performance improvement initiatives on customer satisfaction
- Net Promoter Score®— an independent measurement of NPS, which includes the brand-level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics
...and more.
Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
A study subscription provides access to the tools you need to gain a comprehensive, in-depth understanding of how your utility is performing from a business customer viewpoint and to identify any areas that need improvement.
Deliverables include:
- A management discussion and executive presentation that provide insights into key industry trends and study findings, allowing you to maximize performance and prioritize improvement initiatives
- Access to competitive data sets that are provided in various data formats for your company to utilize with your other databases, including an easy point-and-click database for quick and effective data analyses
- An impact simulator built around your utility’s performance on industry critical management metrics, modeling the impact of one or multiple performance improvement initiatives on customer satisfaction
- Net Promoter Score®— an independent measurement of NPS, which includes the brand-level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics
...and more.
Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
Experiences Explored
Customers surveyed in this analysis answer questions about key topics related to their natural gas utility, including:
- Monthly Cost
- Trust
- Safety & Reliability
- Ease of Doing Business
- Information Provided
- People
- Problem Resolution
- Digital Channels
Customers surveyed in this analysis answer questions about key topics related to their natural gas utility, including:
- Monthly Cost
- Trust
- Safety & Reliability
- Ease of Doing Business
- Information Provided
- People
- Problem Resolution
- Digital Channels
Key Dates*
- 2026 Study Fielding Begins: January 2026
- 2026 Wave 1 Results: June 9, 2026
- 2026 Final Results: October 13, 2026
- 2026 Press Release: October 14, 2026
(*Dates subject to change; updated 07/08/2025)
Press Release & Award Information
JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
JD Power will issue a national press release that will highlight key findings and trends from the stud(ies) and includes top-to-bottom rankings of the brands in the study that meet JD Power’s predetermined research criteria. The brand(s) that ranks highest in each of the segments profiled and meets predetermined award criteria will have the opportunity to leverage their award publicly through the JD Power award licensing program, which requires subscribing to the study as a prerequisite.
Brands that rank above the industry average for their segment and subscribe to the study earn the opportunity to commission a JD Power Performance Report. JD Power Performance Reports are customized, client-commissioned reports that highlight above-average performance by companies in JD Power syndicated studies. Each report is written and designed by JD Power, and features research findings and charts from the study, with a focus on sponsoring client's ranking and performance. Learn More
Make decisions with confidence.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
Brands Targeted to be Profiled
(Final profiled list will be available upon study publication)
East Region
- BGE
- Columbia Gas of Pennsylvania
- Con Edison
- Eversource
- National Fuel Gas
- National Grid
- New Jersey Natural Gas
- NYSEG
- PECO
- Peoples
- Philadelphia Gas Works
- PSE&G
- South Jersey Gas
- UGI
- Washington Gas
Midwest Region
- Alliant Energy
- Ameren Illinois
- Atmos Energy
- Black Hills Energy
- CenterPoint Energy
- Columbia Gas of Ohio
- Consumers Energy
- DTE Energy
- Duke Energy
- Enbridge
- Kansas Gas Service
- Louisville Gas & Electric
- MidAmerican Energy
- Nicor Gas
- NIPSCO
- Peoples Gas
- SEMCO Energy Gas Company
- Spire
- We Energies
- WPS
- Xcel Energy
South Region
- Atmos Energy
- CenterPoint Energy
- Dominion Energy
- Enbridge
- Oklahoma Natural Gas
- Piedmont Natural Gas
- Spire
- Summit Utilities
- TECO Peoples Gas
- Texas Gas Service
West Region
- Avista
- Black Hills Energy
- Cascade Natural Gas
- Enbridge
- Intermountain Gas Company
- Montana‐Dakota Utilities
- New Mexico Gas Company
- NorthWestern Energy
- NW Natural
- Pacific Gas and Electric
- Puget Sound Energy
- San Diego Gas & Electric
- Southern California Gas Company
- Southwest Gas
- Xcel Energy
(Final profiled list will be available upon study publication)
East Region
- BGE
- Columbia Gas of Pennsylvania
- Con Edison
- Eversource
- National Fuel Gas
- National Grid
- New Jersey Natural Gas
- NYSEG
- PECO
- Peoples
- Philadelphia Gas Works
- PSE&G
- South Jersey Gas
- UGI
- Washington Gas
Midwest Region
- Alliant Energy
- Ameren Illinois
- Atmos Energy
- Black Hills Energy
- CenterPoint Energy
- Columbia Gas of Ohio
- Consumers Energy
- DTE Energy
- Duke Energy
- Enbridge
- Kansas Gas Service
- Louisville Gas & Electric
- MidAmerican Energy
- Nicor Gas
- NIPSCO
- Peoples Gas
- SEMCO Energy Gas Company
- Spire
- We Energies
- WPS
- Xcel Energy
South Region
- Atmos Energy
- CenterPoint Energy
- Dominion Energy
- Enbridge
- Oklahoma Natural Gas
- Piedmont Natural Gas
- Spire
- Summit Utilities
- TECO Peoples Gas
- Texas Gas Service
West Region
- Avista
- Black Hills Energy
- Cascade Natural Gas
- Enbridge
- Intermountain Gas Company
- Montana‐Dakota Utilities
- New Mexico Gas Company
- NorthWestern Energy
- NW Natural
- Pacific Gas and Electric
- Puget Sound Energy
- San Diego Gas & Electric
- Southern California Gas Company
- Southwest Gas
- Xcel Energy
(Updated 12/05/2024)
JD Power Solutions
Deep Dives
An enhancement to our syndicated studies that allows your company to field additional surveys using sample that is provided by your company.
Learn More
Digital and Customer Experience
Combines data analytics, insights, and state-of-the-art technology to help transform customer experience and impact business results.
Learn More
Customer Service Best Practices
Learn what constitutes a great experience to understand drivers of dissatisfaction and optimize service channels to deliver superior service.
Learn More
Deep Dives
An enhancement to our syndicated studies that allows your company to field additional surveys using sample that is provided by your company.
Digital and Customer Experience
Combines data analytics, insights, and state-of-the-art technology to help transform customer experience and impact business results.
Customer Service Best Practices
Learn what constitutes a great experience to understand drivers of dissatisfaction and optimize service channels to deliver superior service.
