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Natural Gas Field Service Improves in Customer Satisfaction Study

March 02, 2015

Among six categories in the J.D. Power 2015 Gas Utility Business Customer Satisfaction Study released in February, satisfaction improved in each of the six factors year over year: field service (+14 points); billing and payment (+14);  communications (+10); customer service (+8); corporate citizenship (+8); and price (+6).

Now in its 10th year, the study measures satisfaction among business customers with their gas utility company in four regions: East, Midwest, South and West. Each of the 52 brands included in the study serve at least 25,000 business customers, or 3.4 million in total. Overall satisfaction is measured by examining six factors: billing and payment; corporate citizenship; price; communications; customer service; and field service. Satisfaction is calculated on a 1,000-point scale.

Click here or on the image to view full results.

Overall customer service satisfaction is 695, an 8-point improvement from 687 in 2014.

Study Rankings

East Region

PSE&G ranks highest in overall satisfaction in the East region with a score of 690, followed by BGE and National Fuel Gas in a tie with 688, and UGI with 682.

Midwest Region

DTE Energy (723) ranks highest in overall satisfaction in the Midwest region, followed by MidAmerican Energy (713) and Black Hills Energy (711).

South Region

Alagasco (736) ranks highest among gas utilities in the South region. Oklahoma Natural Gas (733) ranks second, followed by Atmos Energy (724).

West Region

Questar Gas ranks highest in satisfaction in the West region, with a score of 730. Following in the regional rankings are NW Natural (722) and Southwest Gas (716).

The 2015 Gas Utility Business Customer Satisfaction Study is based on responses from more than 9,200 online interviews with business customers who spend at least $150 monthly on gas. The study was fielded from April through July 2014 and August through December 2014.

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