J.D. Power and Associates Reports: Customer Awareness of Gas Utility Corporate Citizenship Activities Strongly Impacts Overall Satisfaction
Posted on: Wednesday, 23 September 2009, 08:00 CDT
WESTLAKE VILLAGE, Calif., Sept. 23 /PRNewswire/ -- Residential gas utility customers who indicate that they are aware of their utility's corporate citizenship efforts are considerably more satisfied overall than customers who indicate no awareness, according to the J.D. Power and Associates 2009 Gas Utility Residential Customer Satisfaction Study(SM) released today.
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The study finds that customer awareness of gas utility corporate citizenship initiatives that demonstrate environmental stewardship, energy usage reduction and local community support can elevate overall satisfaction by 90 index points or more on a 1,000 point scale.
Overall Satisfaction Index Scores According to Customer Awareness (based on a 1,000-point scale) Corporate citizenship Customer is not Customer is aware efforts undertaken aware of of utility's by residential gas utility's activities in Difference utility companies activities in this area this area --------------------- --------------- ----------------- ---------- Local donations or sponsorships 605 707 +102 ------------------ --- --- ---- Efforts to improve impact on environment 594 710 +116 ------------------ --- --- ---- Energy education or rebate programs 597 687 +90 ------------------- --- --- ---Fewer than one in five customers indicate any awareness of their gas utility's corporate citizenship initiatives.
"Gas utility customers want to be made aware of the corporate citizenship activities of their gas provider," said Alan Destribats, vice president of the energy practice at J.D. Power and Associates. "Not only are customers more satisfied when they have an understanding of how their utility is giving back to the community, but also, customers with favorable impressions of how their utility manages business costs and treats its employees have notably higher levels of satisfaction. It is particularly critical for gas utilities to improve customer awareness regarding these efforts."
The study also finds that customers are notably more satisfied when they indicate their utility company has provided education on the benefits of natural gas as a cost-effective and environmentally friendly source of energy. Overall satisfaction increases to 687--71 points above the industry average--when customers recall receiving a message from their utility company about gas being an environmentally friendly fuel. This figure increases to an average of 690 when customers recall hearing a message from their utility regarding the cost benefits of using natural gas.
The study, now in its eighth year, measures residential customer satisfaction with gas utility companies across six factors (listed in order of importance): billing and payment; price; corporate citizenship; communications; customer service; and field service. Utilities are ranked in four geographical regions.
East Region
New Jersey Natural Gas ranks highest in the East Region, followed by Rochester Gas & Electric; UGI Utilities; Washington Gas; and South Jersey Gas Company, respectively.
Midwest Region
Metropolitan Utilities District of Omaha ranks highest in the Midwest Region. Following in the regional rankings are MidAmerican Energy; Alliant Energy; Louisville Gas & Electric; and Citizens Gas, respectively.
South Region
CPS Energy ranks highest in overall customer satisfaction in the South Region. Following in the regional rankings are PSNC Energy; South Carolina Electric & Gas; Texas Gas Service; and Alagasco, respectively.
West Region
Southern California Gas Company ranks highest in the West Region. Following in the regional rankings are Northwest Natural; Colorado Springs Utilities; and Pacific Gas and Electric, respectively.
The 2009 Gas Utility Residential Customer Satisfaction Study is based on more than 54,000 responses from residential customers of the 75 largest gas utilities across the continental United States. These utilities serve more than 53 million households. The study was fielded between September 2008 and July 2009.
East Region (Based on a 1,000-point scale) New Jersey Natural Gas 625 Rochester Gas & Electric 616 UGI Utilities 616 Washington Gas 616 South Jersey Gas Company 615 NSTAR Gas 608 Bay State Gas 600 Public Service Electric & Gas 600 NYSEG 597 Columbia Gas of Pennsylvania 596 East Region Average 595 National Grid 594 Elizabethtown Gas 591 Yankee Gas 590 Con Edison 585 Dominion Peoples 584 PECO Energy 584 Baltimore Gas & Electric 577 National Fuel Gas 575 Equitable Gas 564 Philadelphia Gas Works 555 Midwest Region (Based on a 1,000-point scale) Metropolitan Utilities District of Omaha 659 MidAmerican Energy 652 Alliant Energy 649 Louisville Gas & Electric 635 Citizens Gas 626 CenterPoint Energy - Midwest 624 We Energies 618 Xcel Energy - Midwest 618 Vectren 610 Minnesota Energy Resources 602 Columbia Gas of Ohio 598 Kansas Gas Service 598 Laclede Gas 597 Midwest Region Average 596 Duke Energy 595 Atmos Energy - Midwest 594 Dominion East Ohio Gas 592 DTE Energy - MichCon 591 Missouri Gas Energy 591 Black Hills Energy 588 Wisconsin Public Service 588 Nicor Gas 581 Consumers Energy 580 Northern Indiana Public Service Co. 568 Peoples Gas 566 SEMCO Energy Gas Company 558 Ameren Illinois Utilities 557 South Region (Based on a 1,000-point scale) CPS Energy 659 PSNC Energy 652 South Carolina Electric & Gas 645 Texas Gas Service 644 Alagasco 643 Virginia Natural Gas 641 TECO Peoples Gas 635 Oklahoma Natural Gas 630 Columbia Gas of Virginia 627 South Region Average 626 Atmos Energy - South 623 CenterPoint Energy - South 623 Piedmont Natural Gas 622 Mountaineer Gas Company 567 Memphis Light, Gas & Water 533 West Region (Based on a 1,000-point scale) Southern California Gas Company 671 Northwest Natural 659 Colorado Springs Utilities 646 Pacific Gas and Electric 644 West Region Average 643 Questar Gas 639 Southwest Gas 634 San Diego Gas & Electric 633 Cascade Natural Gas 627 Montana - Dakota Utilities Company 624 Avista Utilities 620 Intermountain Gas Company 620 New Mexico Gas Company 605 Puget Sound Energy 605 Xcel Energy - West 596 Northwestern Energy 593About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
Media Relations Contacts:
Jeff Perlman; Brandware Public Relations; Malibu, Calif.; (818) 317-3070; jperlman@brandwaregroup.com
John Tews; J.D. Power and Associates; Troy, Mich.; (248) 312-4119; media.relations@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com
Available Topic Expert(s): For information on the listed expert(s), click appropriate link.
Al Destribats
https://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=58117
SOURCE J.D. Power and Associates
Source: PR Newswire
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