U.S. Gas Utility Business Customer Satisfaction Study
Strengthen Satisfaction with Gas Utility Business Customers
The U.S. Gas Utility Business Customer Satisfaction Study measures business customers’ satisfaction with their gas utility across four U.S. regions, delivering benchmarks and insights on eight experience dimensions critical to commercial customers.
What the Study Measures
A Complete View of Gas Business Customer Experience
Evaluates satisfaction across eight dimensions:
• Monthly Cost
• Trust
• Safety & Reliability
• Ease of Doing Business
• Information Provided
• People
• Problem Resolution
• Digital Channels
Includes:
• Regional benchmarks (East, Midwest, South, West)
• Management discussion and executive presentation
• Competitive data sets and impact simulator
• Independent Net Promoter Score® measurement
How the U.S. Gas Utility Business Customer Satisfaction Study Works
• Surveys business customers of gas utilities across four U.S. regions
• Measures performance across eight satisfaction dimensions
• Benchmarks the nation’s largest gas utilities on customer satisfaction
• Provides wave reporting and final annual results
• Delivers insights into commercial customer attitudes, behaviors, and preferences
Core Strengths
Listen to the Voice of the Business Customer
• Measures and trends critical components driving overall satisfaction
• Identifies relative strengths and weaknesses among gas utilities of all sizes
• Benchmarks satisfaction performance among the nation’s largest gas utilities
• Provides executive-ready insights and strategic recommendations
• Includes independent NPS with verbatims and text analytics
Business Impact
Improve Retention, Safety, and Trust
• Prioritizes investments around commercial satisfaction drivers
• Strengthens communication and problem resolution performance
• Builds trust through safety and reliability benchmarking
• Supports rate case outcomes with documented satisfaction data
• Differentiates your utility against regional peers
Key Dates
2026
Fielding Begins: January 2026
Wave 1 Results: June 9, 2026
Final Results: October 13, 2026
Press Release: October 14, 2026 (*Dates subject to change; updated 07/08/2025)
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the U.S. Gas Utility Business Customer Satisfaction Study as a prerequisite.
Brands Targeted to be Profiled
Profiled Brands
East Region
BGE
Columbia Gas of Pennsylvania
Con Edison
Eversource
National Fuel Gas
National Grid
New Jersey Natural Gas
NYSEG
PECO
Peoples
Philadelphia Gas Works
PSE&G
South Jersey Gas
UGI
Washington Gas
Midwest Region
Alliant Energy
Ameren Illinois
Atmos Energy
Black Hills Energy
CenterPoint Energy
Columbia Gas of Ohio
Consumers Energy
DTE Energy
Duke Energy
Enbridge
Kansas Gas Service
Louisville Gas & Electric
MidAmerican Energy
Nicor Gas
NIPSCO
Peoples Gas
SEMCO Energy Gas Company
Spire
We Energies
WPS
Xcel Energy
South Region
Atmos Energy
CenterPoint Energy
Dominion Energy
Enbridge
Oklahoma Natural Gas
Piedmont Natural Gas
Spire
Summit Utilities
TECO Peoples Gas
Texas Gas Service
West Region
Avista
Black Hills Energy
Cascade Natural Gas
Enbridge
Intermountain Gas Company
Montana-Dakota Utilities
New Mexico Gas Company
NorthWestern Energy
NW Natural
Pacific Gas and Electric
Puget Sound Energy
San Diego Gas & Electric
Southern California Gas Company
Southwest Gas
Xcel Energy
Designed for Utility Leaders Serving Gas Business Customers
• Business segment and key account leaders
• Customer experience executives
• Safety and reliability teams
• Regulatory affairs and rate case teams
• Digital channel product owners
• Operations and customer service leaders
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Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
