According to J.D. Power’s 2017 Gas Utility Business Customer Satisfaction Study, natural gas utility business customer satisfaction scores have reached an all-time high. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. “Gas utilities have put huge efforts into customer safety preparedness during the past few years, and those efforts are starting to pay off in the form of record-high levels of satisfaction among business customers,” said Carl Lepper, Director, Utility Practice at J.D. Power. “Since […]
J.D. Power has released its 2017 Gas Utility Residential Customer Satisfaction Study,SM, showing customer satisfaction has increased for the sixth consecutive year on a nationwide basis. “The residential gas utility industry has committed significant resources to customer engagement, dramatically increasing the number of communication channels they use and consistently positioning themselves as advocates of safety who are here to help customers,” said Carl Lepper, Utility Industry Analyst at J.D. Power. “That work is paying off in the form of consistently improving customer satisfaction scores that are being driven by perceptions of increased safety and reliability.” […]
Consumers Energy will invest nearly $440 million to upgrade its natural gas pipeline system in 2017. “At Consumers Energy, the safe, reliable delivery of natural gas is a top priority,” said Charles Crews, vice president of gas operations for Consumers Energy. “We are committed to continually strengthening our natural gas system to benefit the 1.8 million homes and businesses we are proud to serve throughout Lower Michigan.” The company’s 2017 projects fall into the following categories: Infrastructure Enhancement and Replacement Consumers Energy is investing $75 million to complete 40 improvement projects and replace 67 miles of pipe with plastic and steel across Michigan. These […]
For the second year in a row, PECO has been named Philadelphia’s best midsize employer in a new ranking from Forbes magazine’s “America’s Best Employers 2017” list. The ranking represents PECO’s ongoing efforts to provide a rewarding workplace for more than 2,500 employees from the Greater Philadelphia area. “At PECO, we foster a culture of teamwork and inclusion and to empower our employees, which results in better service for our customers and the communities we serve,” said Craig Adams, PECO president and CEO. “This recognition is a great testament to the commitment of every employee in […]
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...
In their latest effort to reduce greenhouse gas emissions, 37 AGA-member natural gas utilities launched the U.S. Environmental Protection Agency’s Natural Gas STAR Methane Challenge Program on March 30, whereby oil and gas companies can make and track commitments to reduce emissions and showcase efforts to improve air quality and capture and monetize the energy resource. The companies, which represent 66% of the natural gas customers served in the nation, are founding partners of the program and joined EPA’s acting Assistant Administrator for the Office of Air and Radiation Janet McCabe at an event during...
When it comes to satisfaction among business customers of gas utilities, one-in-four considers “safety and reliability” to be the most significant factor, according to a new study by marketing information firm J.D. Power. Other categories gaining responses as top priorities by respondents to the 11th annual Gas Utility Business Satisfaction Study were billing and payment (17%), corporate citizenship (15%), price (15%), customer service (15%) and communications (13%.) John Hazen, senior director in Energy Practice at J.D. Power, said one of the most important areas driving high satisfaction levels, particularly in the business sector, has been […]
Special to Pipeline & Gas Journal Today, even more than in the past, utilities are lamenting the rigidity and costs of running and maintaining their legacy IT solutions, putting CIOs in the spotlight. Utility CIOs are facing significant challenges in determining where to make the most effective budget allocations. At the same time, CIOs are expected to undertake new initiatives to ensure the most productive, effective, and efficient alignment between business process and IT. To understand which IT solutions will attract the most investments from utilities, IDC Energy Insights has released a new report, Business Strategy: Utilities IT […]