Despite Successfully Navigating Effects of Pandemic, Gas Utility Customer Satisfaction Remains Lukewarm

With the price of natural gas increasing in the past year and utilities shifting away from billing forgiveness, price satisfaction is the lowest it has been in since 2016, according to the J.D. Power 2022 Gas Utility Residential Customer Satisfaction Study, ^SM released today. Specifically, price satisfaction is 677, down from a pre-pandemic level of 688 in 2019.

 “In an effort to counteract the satisfaction with natural gas price increase, gas utility providers can elevate satisfaction through effective customer communications,” said Mark Spalinger, director of utilities intelligence at J.D. Power. “Utility companies that communicate pricing programs, ways to save and usage awareness tend to have higher satisfaction. Effective communication is only part of the equation. Along with increasing prices, we also see an increase in customers contacting their utility and the majority are using digital channels which are highly satisfying. Continuing to enhance and optimize the website and mobile app experience will help boost overall satisfaction.”

Click here to read the press release, including which utilities rank highest in customer satisfaction and additional key findings from the 2022 study.