Crude Oil ( ) Brent Crude ( ) Natural Gas ( ) S&P 500 ( ) PHLX Oil ( )
 September 16, 2015 - 9:00 AM EDT
Print Email Article Font Down Font Up
Residential Gas Utility Customer Satisfaction Hits All-Time High

72% of Customers Unaware of Utility's Efforts to Increase General Safety

WESTLAKE VILLAGE, Calif., Sept. 16, 2015 /PRNewswire/ -- Customer satisfaction with residential gas utilities increases for a fourth consecutive year, reaching an all-time high, according to the J.D. Power 2015 Gas Utility Residential Customer Satisfaction StudySM released today.

J.D. Power corporate logo

The study, now in its 14th year, measures residential customer satisfaction with gas utility companies across six factors (in order of importance): billing & payment; price; corporate citizenship; communications; customer service; and field service. Satisfaction is calculated on a 1,000-point scale.

To learn more about the 2015 Gas Utility Residential Customer Satisfaction Study, visit
http://www.jdpower.com/resource/us-gas-utility-residential-customer-satisfaction-study

Overall customer satisfaction with residential gas utilities has increased by 27 points to 671 from 644 in 2014, continuing an upward trend to an unprecedented level in the study's history. Satisfaction improves across all factors, especially in price (+30 points) and corporate citizenship (+31) from 2014 (620 vs. 590 and 633 vs. 602, respectively). Stable low pricing and familiarity with conservation programs help drive satisfaction with price. In the corporate citizenship factor, satisfaction is driven by customer awareness of their utility's efforts to support economic development in local communities; improve the impact on the environment; and foster public safety.

Although safety awareness has steadily increased by 5 percentage points since 2013, the 2015 study finds there is room to improve, as 72 percent of customers are unaware of their utility's efforts in this regard, and 67 percent indicate they want to hear more about safety. Carbon monoxide is one such topic of interest to customers, with only 4 percent of customers having heard how to avoid it and 33 percent wanting to hear more about it.

"Safety is becoming increasingly important to customers, and they look to their utility to provide information that helps keep them safe when using and being around natural gas," said Andrew Heath, director of the energy practice at J.D. Power. "The gas utility industry should ramp up its efforts to make sure more than just 28 percent of customers know about its endeavors to increase safety and to provide actionable advice to customers."

KEY FINDINGS

  • Customer service satisfaction has steadily increased during the past three years in the phone and online channels (+30 points and +26 points, respectively).
  • The average reported monthly bill amount has decreased in 2015 to $80, down from $81 in 2014 but higher than in 2013 at $75.
  • Having an online account setup improves both customer service and billing & payment satisfaction. Customer service satisfaction is 52 points higher and billing & payment satisfaction is 43 points higher among customers who have an online setup, compared with those who don't (779 vs. 727 and 766 vs. 723, respectively).

Study Rankings
The study ranks large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segment serve between 125,000 and 399,000 residential customers, and companies in the large utility segment serve 400,000 or more residential customers.

The following utilities rank highest in customer satisfaction in their respective region:

  • East Large: New Jersey Natural Gas
  • East Midsize: Columbia Gas of Pennsylvania and Elizabethtown Gas in a tie
  • Midwest Large: MidAmerican Energy
  • Midwest Midsize: Alliant Energy
  • South Large: Oklahoma Natural Gas
  • South Midsize: TECO Peoples Gas
  • West Large: NW Natural
  • West Midsize: Cascade Natural Gas

The 2015 Gas Utility Residential Customer Satisfaction Study is based on more than 66,000 responses from residential customers of 83 large and midsize gas utilities across the continental United States. The study was fielded between September 2014 and July 2015.

Overall Customer Satisfaction Index Scores            
(Based on a 1,000-point scale)                                                                

                                                    

East Large


New Jersey Natural Gas

686

UGI

681

National Fuel Gas

673

PSE&G

668

BGE

666

Washington Gas

663

Con Edison

659

East Large Segment Average

658

Peoples

650

PECO

647

National Grid

644

Philadelphia Gas Works

636



East Midsize


Columbia Gas of Pennsylvania

658

Elizabethtown Gas

658

Rochester Gas & Electric

643

NYSEG

642

East Midsize Segment Average

639

Connecticut Natural Gas

635

NSTAR

633

South Jersey Gas

633

Yankee Gas

631

Southern Connecticut Gas

628

Columbia Gas of Massachusetts

625


Note: NSTAR and Yankee Gas are now a part of Eversource Energy as of February 2015


Midwest Large


MidAmerican Energy

694

DTE Energy

690

Consumers Energy

683

CenterPoint Energy-Midwest

674

Vectren

662

Midwest Large Segment Average

661

Kansas Gas Service

659

Laclede Gas

659

NIPSCO

659

Black Hills Energy

657

We Energies

656

Xcel Energy-Midwest

656

Missouri Gas Energy

646

Ameren Illinois

638

Nicor Gas

638

Peoples Gas

638



Midwest Midsize


Alliant Energy

676

Duke Energy

668

Louisville Gas & Electric

668

Columbia Gas of Ohio

663

Dominion East Ohio Gas

663

Atmos Energy-Midwest

662

Minnesota Energy Resources

661

Citizens Energy Group

659

Midwest Midsize Segment Average

659

Metropolitan Utilities District

657

Wisconsin Public Service

656

Michigan Gas Utilities

645

SEMCO Energy Gas Company

644

Madison Gas & Electric

638

North Shore Gas

618



South Large


Oklahoma Natural Gas

713

CenterPoint Energy-South

696

Piedmont Natural Gas

695

PSNC Energy

692

Texas Gas Service

692

South Large Segment Average

692

Atmos Energy-South

681



South Midsize


TECO Peoples Gas

714

CPS Energy

702

South Carolina Electric & Gas

701

Alagasco 

691

Columbia Gas of Virginia

690

South Midsize Segment Average

687

Virginia Natural Gas

682

SourceGas Arkansas

674

MLGW

663

Mountaineer Gas Company

642



West Large


NW Natural

713

Southern California Gas Company

701

Southwest Gas

687

West Large Segment Average

682

Questar Gas

674

Puget Sound Energy

670

San Diego Gas & Electric

668

Pacific Gas and Electric

665

Xcel Energy-West

663

New Mexico Gas Company

645



West Midsize


Cascade Natural Gas

694

Intermountain Gas Company

681

UniSource Energy Services

679

Avista

673

Colorado Springs Utilities

673

West Midsize Segment Average

671

Montana-Dakota Utilities

664

NorthWestern Energy

662

Long Beach Gas & Oil

652

NV Energy

644

Media Relations Contacts
Jeff Perlman; Brandware Public Relations; Woodland Hills, Calif.; 818 -317-3070; jperlman@brandwarepr.com
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

About J.D. Power and Advertising/Promotional Rules http://www.jdpower.com/about/index.htm
About McGraw Hill Financial www.mhfi.com 

Logo - http://photos.prnewswire.com/prnh/20130605/LA26502LOGO

To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/residential-gas-utility-customer-satisfaction-hits-all-time-high-300143588.html

SOURCE J.D. Power


Source: PR Newswire (September 16, 2015 - 9:00 AM EDT)

News by QuoteMedia
www.quotemedia.com