April 2017, Vol. 244, No. 4

Features

Gas Customers Say Safety, Reliability Biggest Factors in Satisfaction

Despite a year in which a natural gas-related incident made national news, customers’ impressions of media stories about their gas provider are increasingly positive nationally. However, customer concerns regarding safety and reliability can linger for years after a major incident, according to the J.D. Power 2016 Gas Utility Residential Customer Satisfaction Study. The study, now in its 15th year, finds that despite incidents such as the Aliso Canyon, CA methane gas leak that grabbed national media attention beginning in late 2015, the negative impact on customers’ impressions of media news toward their utilities was fairly short-lived. Overall, 46% of customers of natural gas providers h

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