Public Service Electric and Gas Company (PSE&G) has once again secured the top spot in the J.D. Power 2023 U.S. Electric Utility Residential Customer Satisfaction Study for electric residential customers in the East among large utilities. This year’s achievement marks the second consecutive year PSE&G customers ranked the company in first-place for electric residential, excelling in all six evaluated categories.New this year, PSE&G also ranked 1st in the J.D. Power 2023 U.S. Electric Utility Business Customer Satisfaction Study in the East among large utilities scoring highest in the customer contact factor. “I’m grateful for our valued customers who ranked us so highly in customer satisfaction. Our customers’ trust fuels our commitment to excellence in customer service. Thank you to our employees for your unwavering dedication to serving our customers,” said Kim Hanemann, COO & president of PSE&G.
This year’s recognitions builds on PSE&G’s track record having clinched first place in both electric and gas residential customers in the east large region in 2022 and winning the 2023 ReliabilityOne® Award for superior electric system reliability in the Mid-Atlantic region for 22 consecutive years.
“This year’s survey results clearly indicate PSE&G has been making strides in improving overall customer satisfaction. By understanding their customers’ changing expectations and proactively finding ways to improve their customers’ experience, PSE&G should be proud for setting the pace and raising the bar for customer service expectations in their industry,” said John Hazen, managing director of utility intelligence at J.D. Power.
This year, PSE&G created an internal customer council to promote a customer-centric culture throughout the company and improve the overall ease of doing business with PSE&G. Improvements in customer service include an increased focus on communicating important information, expanded payment options, an updated mobile app, and the creation of new, streamlined processes for reporting issues such as downed trees or broken streetlights.
PSE&G further demonstrated its commitment to customer well-being by conducting webinars on emergency preparedness for both gas and electric business customers. As a trusted energy advisor, PSE&G partners with its business customers, especially during a time when many businesses are actively seeking to meet sustainability goals through energy efficiency programs.
Dave Johnson, chief customer officer, PSE&G, expressed his appreciation for the customers who recognized the hard work and dedication of the PSE&G team. “The survey results confirm our customers acknowledge and appreciate the service level improvements, exceptional electric service reliability and programs that bring value to their daily lives. This recognition is a testament to the extensive efforts we’ve made throughout the year,” said Johnson.
Overall satisfaction is examined by J.D. Power across six factors in the 2023 Electric Utility Residential Customer Satisfaction Study: power quality and reliability; price; billing and payment; corporate citizenship; customer care; and communications.
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