Study Finds Gas Utility Residential Satisfaction at All-Time High

In the face of natural disasters and the COVID-19 pandemic, gas utility companies and their workers function as perceived first responders and helpers, contributing to higher customer satisfaction, according to the J.D. Power 2020 Gas Utility Residential Customer Satisfaction Study. 

“Natural gas utility companies have put forth enormous effort to assist their customers, especially during this challenging time, by way of proactive communications on topics such as financial assistance to help educate customers,” said Carl Lepper, director of the utility practice at J.D. Power. “The biggest change in satisfaction is seen in brand image, which means the assistance efforts have not gone unnoticed by customers, despite increased use, therefore costs.” 

The study analyzed customer satisfaction in six categories: billing and payment, price, corporate citizenship, communications, customer service and safety and reliability.



Study Results 

  • East Large Segment: New Jersey Natural Gas (for sixth consecutive year) 
  • East Midsize Segment: Elizabethtown Gas (for sixth consecutive year) 
  • Midwest Large Segment: DTE Energy 
  • Midwest Midsize Segment: Atmos Energy 
  • South Large Segment: Oklahoma Natural Gas 
  • South Midsize Segment: TECO Peoples Gas (for eighth consecutive year) 
  • West Large Segment: Southwest Gas 
  • West Midsize Segment: Intermountain Gas Company 

The 2020 Gas Utility Residential Customer Satisfaction Study is based on responses from 60,096 online interviews conducted from September 2019 through July 2020 among residential customers of the 83 largest gas utility brands across the United States, which represent more than 62.9 million households. 

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