WESTLAKE VILLAGE, Calif., Feb. 11, 2015 /PRNewswire/ -- Interaction with a customer service representative on the phone has driven satisfaction up significantly among gas utility business customers; however, self-directed service channels are less impactful, according to the J.D. Power 2015 Gas Utility Business Customer Satisfaction Study(SM) released today.

Now in its 10th year, the study measures satisfaction among business customers with their gas utility company in four regions: East, Midwest, South and West. Each of the 52 brands included in the study serve at least 25,000 business customers, or 3.4 million in total. Overall satisfaction is measured by examining six factors: billing and payment; corporate citizenship; price; communications; customer service; and field service. Satisfaction is calculated on a 1,000-point scale.

Overall customer service satisfaction is 695, an 8-point improvement from 687 in 2014. Satisfaction with customer service when using the self-directed online channel remains relatively flat from 2014 (787 vs. 785, respectively). However, satisfaction among customers who use the live phone channel to interact with a representative has improved by 13 points to 758 from 745. Notably, satisfaction ratings improve for a majority of attributes that comprise the customer service factor, including courtesy of the representative (+0.15 point on a 10-point scale); the representative's concern for customer needs (+0.14); the timeliness of resolving the problem, question, or request (+0.14); and promptness in speaking to a person (+0.12).

"It's good to see that problem resolution and customer service satisfaction have improved among customers who speak with phone reps. While this may be a high-quality interaction, this can be an inefficient use of resources for gas utilities of all sizes," said John Hazen, senior director of the energy practice at J.D. Power. "Gas utilities need to focus their attention on improving the self-directed customer service channels for their business customers. Providing a robust and effective IVR and website to business customers enables them to address issues on their own, which can help increase customer satisfaction and save time and money for the utility."

KEY FINDINGS

    --  Satisfaction improves in each of the six factors year over year: billing
        and payment (+14 points); field service (+14); communications (+10);
        customer service (+8); corporate citizenship (+8); and price (+6).
    --  When billing statements contain useful information such as graphs or
        pictures, customer satisfaction with billing and payment is higher than
        when statements do not include such information (770 vs. 697,
        respectively).
    --  The percentage of business customers who say they recall a communication
        from their gas utility has increased this year to 56 percent, up 6
        percentage points from 2014.

Study Rankings

East Region
PSE&G ranks highest in overall satisfaction in the East region with a score of 690, followed by BGE and National Fuel Gas in a tie with 688, and UGI with 682.

Midwest Region
DTE Energy (723) ranks highest in overall satisfaction in the Midwest region, followed by MidAmerican Energy (713) and Black Hills Energy (711).

South Region
Alagasco (736) ranks highest among gas utilities in the South region. Oklahoma Natural Gas (733) ranks second, followed by Atmos Energy (724).

West Region
Questar Gas ranks highest in satisfaction in the West region, with a score of 730. Following in the regional rankings are NW Natural (722) and Southwest Gas (716).

The 2015 Gas Utility Business Customer Satisfaction Study is based on responses from more than 9,200 online interviews with business customers who spend at least $150 monthly on gas. The study was fielded from April through July 2014 and August through December 2014.

    Overall Customer Satisfaction Index Scores

    (Based on a 1,000-point scale)


    East Region

    PSE&G                                                       690

    BGE                                                         688

    National Fuel Gas                                           688

    UGI                                                         682

    PECO                                                        675

    Washington Gas                                              674

    East Region Average                                         674

    Con Edison                                                  666

    New Jersey Natural Gas                                      666

    National Grid                                               662

    Columbia Gas of Pennsylvania                                661


    Midwest Region

    DTE Energy                                                  723

    MidAmerican Energy                                          713

    Black Hills Energy                                          711

    Alliant Energy                                              710

    Xcel Energy                                                 710

    Wisconsin Public Service                                    707

    Atmos Energy                                                704

    Laclede Gas                                                 704

    Consumers Energy                                            701

    Duke Energy                                                 694

    Louisville Gas & Electric                                   693

    Midwest Region Average                                      691

    CenterPoint Energy                                          689

    We Energies                                                 688

    NIPSCO                                                      682

    Vectren                                                     679

    Kansas Gas Service                                          678

    Nicor Gas                                                   672

    Missouri Gas Energy                                         665

    Ameren Illinois                                             659

    Peoples Gas                                                 655


    South Region

    Alagasco                                                    736

    Oklahoma Natural Gas                                        733

    Atmos Energy                                                724

    South Region Average                                        720

    CenterPoint Energy                                          718

    Piedmont Natural Gas                                        717

    Texas Gas Service                                           713

    PSNC Energy                                                 712

    South Carolina Electric & Gas                               691


    West Region

    Questar Gas                                                 730

    NW Natural                                                  722

    Southwest Gas                                               716

    Puget Sound Energy                                          710

    Southern California Gas Company                             708

    West Region Average                                         698

    San Diego Gas & Electric                                    689

    Pacific Gas and Electric                                    677

    Xcel Energy                                                 674

    New Mexico Gas Company                                      646

Note: Included in the study, but not ranked due to insufficient sample size are Avista, Cascade Natural Gas, Intermountain Gas Company, Montana-Dakota Utilities and NorthWestern Energy

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

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SOURCE J.D. Power

SOURCE: J.D. Power