New Jersey Natural Gas Tops Customer Satisfaction Survey

On Feb 27, 2018

New Jersey Natural Gas (NJNG) announced it ranks highest in the East Region in J.D. Power’s latest 2017 Gas Utility Business Customer Satisfaction Study, outperforming its peers.

The company received high marks for its commitment to service excellence with an overall customer satisfaction index of 827, exceeding the regional average of 782 and the industry average of 792. Since J.D. Power began measuring the customer satisfaction of natural gas utilities more than 16 years ago, NJNG has been recognized 12 times for its ongoing commitment to customers.

“To rank highest in both J.D. Power Gas Utility Residential and Business Customer Satisfaction studies is a tremendous accomplishment,” said Laurence M. Downes, chairman and CEO of NJNG. “The women and men of our company made this possible, and they are the driving force behind these results and all we do.”

According to J.D. Power, a natural gas utility’s safety preparation is perceived positively among business customers, with NJNG ranking highest in the safety and reliability category. NJNG ranks highest in five of six factors measured among 61 natural gas utility companies, with the company also achieving the highest score in customer service, price, corporate citizenship and communications factors in the East Region of the 2017 Gas Utility Business Customer Satisfaction Study.

2017 Studies are based on 10,050 (business) and 61,323 (residential) total responses, 15 (business) and 12 (residential) providers, and measures customer satisfaction among business and residential customers in the U.S., surveyed February-June and August-November 2017 (business) and September 2016-July 2017 (residential).

 

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