This Expense Scares More Americans Than Their Tax Bill

Customers are unhappy about their utility bills. In fact, they are more worried about that expense than they are about their tax bill, according to J.D. Power’s latest annual Gas Utility Residential Customer Satisfaction Study.

J.D. Power conducted nearly 61,000 online interviews of customers of the 85 largest gas utility brands in the United States.

Survey respondents also were asked to name the most important issues facing them and their families. In order of importance, they said:

• The economy and jobs
• Energy prices
• Taxes and government spending

Worries about energy costs appear to be taking a toll on gas customer satisfaction, which declined 10 points this year to 740 on a 1,000-point scale. J.D. Power notes that most of this deterioration was due to a 24-point plunge in price satisfaction.

However, some utilities earned higher residential customer satisfaction scores. Here are the big winners in the East, Midwest, South and West.

The East

In the East, the average overall customer satisfaction score is 741 among large gas utilities and 722 among midsize ones.

The top-ranked large gas utilities and their customer satisfaction scores are:

• New Jersey Natural Gas: 762 (out of 1,000)
• PSE&G: 761
• Washington Gas: 759
• BGE: 756
• PECO: 753
• National Fuel Gas: 743
• Peoples: 741

The lowest-ranked large utility in the region is Eversource, with a score of 709.

The top-ranked midsize gas utilities and their scores are:

• Elizabethtown Gas: 766
• South Jersey Gas: 750
• Columbia Gas of Pennsylvania: 749
• Southern Connecticut Gas: 742
• Delmarva Power: 738
• Connecticut Natural Gas: 727

The lowest-ranked midsize utility in the region is Rochester Gas & Electric, with a score of 665.

The Midwest

In the Midwest, the average overall customer satisfaction score is 746 among large gas utilities and 745 among midsize ones.

The top-ranked large gas utilities and their customer satisfaction scores are:

• MidAmerican Energy: 783 (out of 1,000)
• DTE Energy: 764
• Columbia Gas of Ohio: 757
• Consumers Energy: 755
• Dominion Energy Ohio: 750
• Spire: 750
• Ameren Illinois: 748
• Duke Energy: 747

The lowest-ranked large utility in the region is Kansas Gas Service (727).

The top-ranked midsize gas utilities and their scores are:

• Atmos Energy: 764 (out of 1,000)
• Michigan Gas Utilities: 759
• North Shore Gas: 754
• Louisville Gas & Electric: 751
• Citizens Energy Group: 748
• Minnesota Energy Resources: 747

The lowest-ranked midsize utility in the region is Metropolitan Utilities District (729).

The South

In the South, the average overall customer satisfaction score is 768 among large gas utilities and 759 among midsize ones.

The top-ranked large gas utilities and their customer satisfaction scores are:

• Piedmont Natural Gas: 781 (out of 1,000)
• CenterPoint Energy: 776
• Atmos Energy: 773
• Spire: 769

The lowest-ranked large utility in the region is Oklahoma Natural Gas (741).

The top-ranked midsize gas utilities and their scores are:

• TECO Peoples Gas: 798 (out of 1,000)
• Columbia Gas of Virginia: 774
• Virginia Natural Gas: 766

The lowest-ranked midsize utility in the region is MLGW (717).

The West

In the West, the average overall customer satisfaction score is 719 among large gas utilities and 741 among midsize ones.

The top-ranked large gas utilities and their customer satisfaction scores are:

• Southwest Gas: 767 (out of 1,000)
• NW Natural: 766
• Puget Sound Energy: 755
• Dominion Energy: 741
• Southern California Gas Company: 734
• New Mexico Gas Company: 719

The lowest-ranked large utility in the region is San Diego Gas & Electric (665).

The top-ranked midsize gas utilities and their scores are:

• Intermountain Gas Company: 767 (out of 1,000)
• Cascade Natural Gas: 765
• Avista: 754
• Montana-Dakota Utilities: 744
• Enstar: 741

The lowest-ranked midsize utility in the region is Long Beach Gas & Oil (702).