U.S. Gas Utility Residential Customer Satisfaction Study

Study Details

As the demands of residential gas utility customers continue to evolve, it is imperative that gas utility companies stay up to date regarding their customers’ needs and expectations as well as industry trends. Utilities that understand their customers’ preferences and experiences are better able to target performance improvement initiatives that may increase overall customer satisfaction.

The Solution

The JD Power U.S. Gas Utility Residential Customer Satisfaction Study^SM measures residential customers’ satisfaction with their gas utility in four U.S. geographic regions: East, Midwest, South and West. The study has been refreshed to examine 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 critical components that drive overall satisfaction among residential gas utility customers
Identify the relative strengths and weaknesses of gas utilities overall and by size
Align strategic planning and improvement initiatives with core customer expectations, desires and needs
Benchmark customer satisfaction performance among large and midsize gas utilities throughout the United States

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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 residential 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 your utility to maximize performance and prioritize improvement initiatives
Access to competitive data sets, allowing a comparison with peer utilities, the industry and the highest performers
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

Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score^SM is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

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Experiences Explored

Customers surveyed in this analysis answer questions about key topics related to their natural gas utility, including:

Monthly Cost
Safety & Reliability
Trust
Ease of Doing Business
Information Provided
People
Problem Resolution
Digital Channels

Key Dates*

2026 Study Fielding Begins: January 2026
2026 Wave 1 Results: March 10, 2026
2026 Wave 2 Results: June 2, 2026
2026 Wave 3 Results: September 1, 2026
2026 Final Results: December 1, 2026
2026 Press Release: December 2, 2026

(Updated 07/08/2025)

*Key dates subject to change

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Press Release & Award Information

JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the study as a prerequisite. Learn more

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