American Gas - June 2013 - (Page 21)
eLm street
“Pretty Outstanding”
Gas utilities are keeping customers
satisfied
Ann ARBOR, MI —Overall customer satisfac-
tion with energy utilities has reached a record
high, and natural gas utilities are leading the
upward trend, according to a recent report by the
American Customer Satisfaction Index.
The benchmark for the utilities sector was
77.4 on a scale of 0 to 100, the highest level seen
since ACSI began nationwide telephone surveys
of utilities customers in 1994. The benchmark
for natural gas service was 82—a dramatic shift
from a decade ago, when it was 71, ACSI Director David VanAmburg told American Gas.
VanAmburg attributed the uptick to lower
prices and mild winters, which have led to lower
utility bills. Utilities have also gotten a customer
satisfaction lift with their efforts to help consum-
ers conserve energy and save money.
Some utilities have fared better than others
in bad-weather scenarios. Northeast Utilities’
rating dropped 21 percent after Hurricane Irene
and harsh winter storms led to outages in 2011,
but the utility bounced back 24 percent this
year with its handling of Superstorm Sandy. On
the other hand, while the Long Island Power
Authority’s rating also dipped in the aftermath
of Hurricane Irene, by 11 percent, it dropped
again after Sandy by another 26 percent to 43—
the lowest ACSI score on record.
In ACSI’s ranking of the 25 largest investorowned utilities, Atmos Energy and CenterPoint
Energy topped the list with scores of 85 and 84,
respectively. VanAmburg said scores that high
are typically only seen for manufacturers that
ACSI tracks and not service companies.
“For a service company to get an 80 or above
is pretty outstanding,” he said.
Other large investor-owned utilities breaking 80 were Southern Co., Dominion Resources,
MidAmerican Energy Holdings, Entergy, NiSource,
NextEra Energy, PPL, and Sempra Energy. —J.P.T.
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21
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Table of Contents for the Digital Edition of American Gas - June 2013
American Gas - June 2013
Contents
President’s Message
Subject Index
Safety: It Takes a Village
Digest
Issues
Update
Need to Know
Need to Know
By the Numbers
Places
On the Market
State House
Elm Street
The Calm Before the Storms
Profile 28
2013 AGA Membership Directory
Jobs
Buyer’s Guide
Marketplace
Headway
American Gas - June 2013
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