J.D. Power and Associates Reports: During Tough Economic Times, Assisting Business Customers With Payment Difficulties Leads to Higher Overall Satisfaction With Gas Utility Providers

WESTLAKE VILLAGE, Calif., March 17 /PRNewswire/ -- Gas utility companies that provide payment assistance to business customers who request it achieve a substantial lift in overall satisfaction, particularly when contact is initiated by the utility company, according to the J.D. Power and Associates 2010 Gas Utility Business Customer Satisfaction Study(SM) released today.

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Approximately one-third of business customers report that the financial status of their company is worse in 2010, compared with 2009, and 13 percent of customers report having contact with their utility company regarding an overdue payment balance in 2010. Gas utilities that take an active role in assisting these customers with their payments have the opportunity to raise satisfaction levels well above those of customers who don't have problems paying their bills.

Effect of Payment Assistance on Overall Satisfaction of Gas Utility Business Customers

"When gas utility companies are accommodating and proactive in assisting business customers that are experiencing financial difficulty, it can result in significant increases in overall satisfaction," said Chris Oberle, senior director of the energy practice at J.D. Power and Associates. "A utility's willingness to waive late payment fees, set up payment plans, allow deferred payments and even reduce the amount owed conveys to customers that their utility provider values their business and is willing to help them through tough times."

Now in its fifth year, the study measures business customer satisfaction with their gas utility company in four regions: East, Midwest, South and West. Satisfaction is measured by examining six factors: billing and payment; corporate citizenship; price; communications; customer service; and field service.  

East Region

Public Service Electric & Gas ranks highest in the East Region with an index score of 651 on a 1,000-point scale. Following in the regional rankings are New Jersey Natural Gas and UGI Utilities, in a tie, each with a score of 641.

Midwest Region

MidAmerican Energy ranks highest in the Midwest Region for a second consecutive year and achieves a score of 709. Following MidAmerican Energy in the regional rankings are Xcel Energy—Midwest (691) and Alliant Energy (689).

South Region

In the South Region, Texas Gas Service ranks highest with a score of 711. PSNC Energy (709) and South Carolina Electric & Gas (707) follow in the regional rankings.

West Region

NW Natural ranks highest in the West Region with a score of 696. Following in the regional rankings are Southern California Gas Company (680) and Southwest Gas (669).

The study findings also include the following key trends:

• Awareness among business customers of their utility's energy-savings programs has increased from 31 percent in 2009 to 40 percent in 2010. When customers are aware of these programs, satisfaction with price is 113 points higher, on average, compared with customers who are not aware.
• More than one-half (55%) of business customers agree that natural gas is a more environmentally friendly fuel than electricity. Fewer than 20 percent of customers do not agree with this statement, while 26 percent are undecided.
• Providing specialized and personalized customer service is particularly satisfying to business customers. Those customers who have a dedicated account manager at their gas utility are notably more satisfied (732, on average) than customers whose main contact is a general service center (592, on average).

The 2010 Gas Utility Business Customer Satisfaction Study is based on online interviews with representatives of more than 8,300 U.S. businesses that spend between $200 and $50,000 monthly on natural gas.  More than 55 utility brands—each serving more than 25,000 business customers—are included in the study. The study was fielded from June to July 2009 and October to December 2009.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company's quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services company meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts:

Jeff Perlman; Brandware Public Relations: Westlake Village, Calif.; (805) 418-8626; [email protected]

John Tews; J.D. Power and Associates; Troy, Mich.; (248) 312-4119; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

SOURCE J.D. Power and Associates