Gas Utility Satisfaction Reaches All-Time High, J.D. Power Finds Safety First: Safety Prep Translates into Satisfaction among Business Customers COSTA MESA, Calif.: 17 Jan. 2018 Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study, SM released today. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. Gas utilities have put huge efforts into customer safety preparedness during the past few years, and those efforts are starting to pay off in the form of record-high levels of satisfaction among business customers, said Carl Lepper, Director, Utility Practice at J.D. Power. Since our 2015 study, we ve seen 19% growth in customers perceptions of gas utilities being very helpful with safety preparation, and that has been the biggest single contributor to the significant industry-wide improvement in customer satisfaction. Following are some key findings of the study: Record-high customer satisfaction scores: Overall satisfaction among gas utility business customers reaches an all-time high of 792, the highest overall satisfaction score among all utility customers surveyed by J.D. Power. Among gas-only brands, that overall satisfaction score jumps to 801. Safety preparation efforts significantly affect customer satisfaction: Overall, 36% of business customers say their gas utility is very helpful when it comes to preparation for safety issues, up from just 17% in 2015. Perceived helpfulness of the gas utility with safety preparation is the mostinfluencing element in overall satisfaction, associated with a 168-point gain in satisfaction. Digital billing closes gap with paper statements: The gap between the number of gas utility business customers receiving their bills on paper and those receiving electronic statements has closed to just 6 percentage points, compared with 16 percentage points the previous year, with 53% of customers receiving digital bills and 59% receiving paper statements, remembering that some receive both. Media perceptions matter: Positive media stories about a gas utility have a significant effect on customer satisfaction. Communications satisfaction among customers who recall a positive media story about their utility is 872 vs. 653 among those who recall a negative story. Larger companies have higher levels of satisfaction: Business customer satisfaction scores increase along with the size of the company. For example, companies with 1,000+ employees have an average overall satisfaction score of 817, while those with four or fewer employees have a score of 742. This is likely in response to larger companies receiving dedicated account support and more proactive contacts from their gas utility.
Study Rankings The industry results for the 2017 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: New Jersey Natural Gas Midwest: DTE Energy South: Alagasco West: NW Natural (for the second consecutive year) Now in its 13th 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 61 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 10,000 online interviews with business customers who spend at least $150 monthly on gas. The study was fielded in two waves: February-June 2017 and July- November 2017. To learn more about the Gas Utility Business Customer Satisfaction Study, visit http://www.jdpower.com/resource/us-gas-utility-business-customer-satisfaction-study. See the online press release at http://www.jdpower.com/pr-id/2018003. 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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Media Relations Contacts Geno Effler; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.com John Roderick; St. James, N.Y.; 631-584-2200; john@jroderick.com About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info # # # NOTE: Four charts follow.
East Region 500 550 600 650 700 750 800 850 New Jersey Natural Gas UGI BGE PSE&G Columbia Gas of Pennsylvania PECO Washington Gas East Region Average Con Edison Eversource Peoples Philadelphia Gas Works National Grid Columbia Gas of Massachusetts National Fuel Gas NYSEG 827 813 798 795 794 791 782 782 781 778 774 770 766 765 762 757
Midwest Region 500 600 700 800 900 DTE Energy Duke Energy Atmos Energy-Midwest MidAmerican Energy Louisville Gas & Electric Dominion Energy Ohio Laclede Gas Columbia Gas of Ohio Vectren Consumers Energy Peoples Gas CenterPoint Energy-Midwest Xcel Energy-Midwest Midwest Region Average Black Hills Energy Kansas Gas Service Nicor Gas Alliant Energy Wisconsin Public Service Missouri Gas Ameren Illinois We Energies NIPSCO 813 808 807 805 801 797 797 795 794 793 793 791 789 787 786 786 777 769 769 768 764 764 762 Note: Included in the study, but not ranked due to insufficient sample size is SEMCO Energy Gas Company.
South Region 500 600 700 800 900 Alagasco 837 TECO Peoples Gas 832 South Carolina Electric & Gas 829 Piedmont Natural Gas 826 Atmos Energy-South 822 CenterPoint Energy-South 821 South Region Average 820 Texas Gas Service 815 PSNC Energy 811 Oklahoma Natural Gas 801
West Region 500 600 700 800 900 NW Natural 819 Southwest Gas 807 Southern California Gas Company 804 San Diego Gas & Electric 800 Puget Sound Energy 797 Avista 794 Questar Gas 793 West Region Average 790 New Mexico Gas Company 771 Pacific Gas and Electric 770 Xcel Energy-West 752 Note: Included in the study, but not ranked due to insufficient sample size are Cascade Natural Gas, Intermountain Gas Company, Montana-Dakota Utilities, and NorthWestern Energy.