Price Satisfaction Biggest Contributor to Decrease in Gas Utility Business Satisfaction

Driven by perception of price, overall gas utility business satisfaction is down to 808 (on a 1,000-point scale), a drop of 9 points from 2021, according to the J.D. Power 2022 U.S. Gas Utility Business Customer Satisfaction Study,^SM released today. Notably, satisfaction with price is down 20 points to 766 in 2022.

“Pricing is the factor in which we’re seeing the greatest decline in customer satisfaction, an effect of inflationary pressure,” said Ramah Vaughn, director of utilities intelligence at J.D. Power. “To mitigate this issue, gas utility companies can benefit by updating their messaging to show the value of gas. For many other products that consumers enjoy, price satisfaction is not low when consumers know what they are getting for that price. An essential utility provides plenty of value, if providers can shift the conversation away from price and focus instead on value, an increase of customer satisfaction will follow.”

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