Gas
The J.D. Power and Associates Gas Utility Residential and Business Customer Satisfaction Studies, fielded in 4 quarterly waves, measure residential and business customer satisfaction with electric utility companies by examining six key factors:
- Billing and payment
- Corporate citizenship
- Price
- Communications
- Customer service
- Field service
The studies present customer satisfaction results for both large and midsize electric utility companies in four separate regions of the U.S.: East, South, Midwest and West.
Gas Utility Residential Customer Satisfaction Study
The Gas and Electric Utility Residential Customer Satisfaction Studies are based on interviews with U.S. residential gas and electric customers. The study measures customer satisfaction among 50 of the largest local gas and electricity providers in the country. Customer satisfaction is measured on factors including company image; price and value; billing and payment; field service; and customer service.
Gas Utility Business Customer Satisfaction Study
J.D. Power and Associates interviews thousands of midsize businesses, including manufacturers, retailers, health care providers, and business and consumer services firms to determine satisfaction with electric utilities. Midsize businesses are defined as those that normally spend $1,500 to $25,000 per month on electricity.
To download the study brochure, click here.
Proprietary Research
J.D. Power and Associates conducts custom research and customer satisfaction measurement and tracking on a proprietary basis. Clients gain access to weekly, monthly, or quarterly data to measure their performance over time and identify areas for improvement. Proprietary services include:
- Customer satisfaction tracking
- Quality tracking
- Sales tracking
- Retailer quality audits
- Certification programs to ensure compliance with predetermined industry benchmark standards
To inquire about proprietary research services, click here.