What’s Behind the Mid-Year Declines in U.S. Gas Utility Customer Satisfaction?
The 2025 U.S. Gas Utility Residential Customer Satisfaction Study has unveiled a concerning trend at the midpoint of the year: a noticeable decline in customer satisfaction. This decline spans several critical areas, including cost, safety and reliability, digital channel accessibility, problem resolution, and trust and communication. Understanding these pain points is essential for utilities to strategize effectively and restore customer trust and satisfaction.
Financial Pressures: Managing Rising Monthly Bills
Unsurprisingly, one of the primary concerns highlighted in the midpoint findings is the increasing financial burden on customers, with reported monthly bill amounts exceeding $115. This surge has led to lower satisfaction scores...and gas utilities’ cost satisfaction is not being helped by customers being less aware of available energy savings programs and utility bill assistance options.
To combat this issue, utilities need to ramp up their efforts in promoting energy efficiency and savings programs. Educating customers about simple energy-conservation habits and providing accessible information on financial assistance programs can help alleviate some of the financial stress. Clear, consistent communications about these programs through various channels can ensure that all customers are well-informed and can take advantage of the assistance available to them.
The Need for Safety and Reliability Education
Safety and reliability are paramount in the utility sector, yet the midpoint data indicate a decline in messaging on efforts to help customers prepare for safety issues and promote increasing system safety. This decline is particularly troubling, as customers have noted that they want more, not less, safety education.
Utilities should focus on measures the utility is taking to keep their communities safe, such as regular maintenance and upgrades of infrastructure to prevent leaks and other issues, but they shouldn’t stop there. The top utilities also regularly communicate about ways customers can keep themselves safe around natural gas. Providing comprehensive residential safety information and resources to customers can empower them to take necessary precautions. Regularly updating customers on safety enhancements and reliability improvements demonstrates your commitment to their well-being.
Improving Digital Channel Accessibility
Customers increasingly prefer interacting with their utility providers through digital channels, when those channels are available. While increased digital usage has improved satisfaction for some, issues with digital access have significantly lowered scores for others. Ensuring that digital platforms are user-friendly, accessible, and reliable is crucial.
Utilities should invest in enhancing their digital interfaces, making them intuitive and easy to navigate. Offering multiple digital touchpoints, such as mobile apps, responsive websites, and prompt social media interactions, can cater to a broader customer base. Additionally, providing useful tools like outage maps and energy consumption updates as well as promptly resolving issues, all build higher satisfaction.
Streamlining Problem Resolution Processes
A significant decline in the ease of resolving service issues has been reported at the midpoint. Efficient problem resolution is a cornerstone of customer satisfaction, and utilities must prioritize this area to improve overall satisfaction.
Increase Ease through streamlined service processes for, such as easy to navigate IVRs, resolving issues on first contact, high quality digital channels and well-trained customer service representatives, can expedite the resolution of customer service issues. Providing clear timelines and regular updates on the status of their issues can also enhance customer experience and satisfaction.
Boosting Trust and Community Engagement
Trust and effective communication are vital for maintaining strong customer perceptions of your company image. At present, the data shows a lower recall of utility communications and texts, alongside less positive media coverage, contributing to declining satisfaction. Additionally, reduced local visibility and awareness of citizenship efforts have negatively impacted customer perceptions.
To build trust, utilities should focus on transparent and consistent communication. Regular updates through newsletters, social media, and even direct mail can keep customers informed and engaged. Highlighting community involvement and citizenship efforts, such as supporting local initiatives and sustainability projects, can enhance the utility's image and foster a sense of community among customers.
Looking Ahead
Addressing the decline in customer satisfaction requires a multi-faceted approach, focusing on financial relief, safety enhancement, digital accessibility, efficient problem resolution, and strong community engagement. Utilities that prioritize these areas and communicate effectively with their customers can significantly improve satisfaction levels.
J.D. Power gas utility data can help you navigate these challenges and achieve higher customer satisfaction. For a more detailed analysis and tailored strategies to enhance customer satisfaction, reach out to our team of experts. Contact us today to learn more.
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