U.S. Gas Utility Residential Customer Satisfaction Study
Benchmark Residential Gas Utility Customer Satisfaction
The U.S. Gas Utility Residential Customer Satisfaction Study measures residential customers’ satisfaction with their gas utility across four U.S. regions, examining satisfaction across eight dimensions critical to the household gas experience.
What the Study Measures
A Complete View of Residential Gas 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)
• Large and midsize utility segments
• Management discussion and executive presentation
• Impact simulator for KPI modeling
• Independent NPS® with brand-level verbatims and text analytics
How the U.S. Gas Utility Residential Customer Satisfaction Study Works
• Surveys residential customers of gas utilities across four U.S. regions
• Measures performance across eight satisfaction dimensions
• Benchmarks large and midsize utilities on customer satisfaction
• Provides wave reporting and final annual results
• Delivers insights into residential customer preferences and experiences
Core Strengths
Align With Residential Customer Priorities
• Measures critical components driving overall residential satisfaction
• Identifies relative strengths and weaknesses of gas utilities overall and by size
• Aligns strategic planning with core customer expectations
• Benchmarks satisfaction across large and midsize utilities nationwide
• Provides independent NPS with verbatims and text analytics
Business Impact
Build Trust and Support for Infrastructure
• Prioritizes investments around residential satisfaction drivers
• Strengthens safety and reliability communication
• Improves digital channel adoption and self-service
• Supports rate case outcomes with documented satisfaction data
• Builds customer advocacy for long-term infrastructure initiatives
Key Dates
2026
Fielding Begins: January 2026
Wave 1 Results: March 10, 2026
Wave 2 Results: June 2, 2026
Wave 3 Results: September 1, 2026
Final Results: December 1, 2026
Press Release: December 2, 2026
(Updated 07/08/2025)
*Key dates subject to change
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 Residential Customer Satisfaction Study as a prerequisite.
Brands Targeted to be Profiled
Profiled Brands
East Region — Large
BGE
Columbia Gas of Pennsylvania
Con Edison
Eversource
National Fuel Gas
National Grid
New Jersey Natural Gas
PECO
Peoples
Philadelphia Gas Works
PSE&G
UGI
Washington Gas
East Region — Midsize
Connecticut Natural Gas
Delmarva Power
Elizabethtown Gas
Liberty Utilities
NYSEG
Orange & Rockland
Rhode Island Energy
Rochester Gas & Electric
South Jersey Gas
Southern Connecticut Gas
Midwest Region — Large
Ameren Illinois
Atmos Energy
Black Hills Energy
CenterPoint Energy
Columbia Gas of Ohio
Consumers Energy
DTE Energy
Duke Energy
Enbridge
Kansas Gas Service
MidAmerican Energy
Nicor Gas
NIPSCO
Peoples Gas
Spire
We Energies
Xcel Energy
Midwest Region — Midsize
Alliant Energy
Citizens Energy Group
Louisville Gas & Electric
Madison Gas & Electric
Metropolitan Utilities District
Michigan Gas Utilities
Minnesota Energy Resources
North Shore Gas
SEMCO Energy Gas Company
WPS
South Region — Large
Atmos Energy
CenterPoint Energy
Dominion Energy
Enbridge
Oklahoma Natural Gas
Piedmont Natural Gas
Spire
Summit Utilities
Texas Gas Service
South Region — Large
Atmos Energy
CenterPoint Energy
Dominion Energy
Enbridge
Oklahoma Natural Gas
Piedmont Natural Gas
Spire
Summit Utilities
Texas Gas Service
South Region — Midsize
Black Hills Energy
Columbia Gas of Virginia
CoServ
CPS Energy
MLGW
Mountaineer Gas Company
TECO Peoples Gas
Virginia Natural Gas
West Region — Large
Enbridge
New Mexico Gas Company
NW Natural
Pacific Gas and Electric
Puget Sound Energy
San Diego Gas & Electric
Southern California Gas Company
Southwest Gas
Xcel Energy
West Region — Midsize
Avista
Black Hills Energy
Cascade Natural Gas
Colorado Springs Utilities
ENSTAR Natural Gas
Intermountain Gas Company
Long Beach Gas & Oil
Montana-Dakota Utilities
NorthWestern Energy
NV Energy
Unisource Energy Services
Designed for Utility Leaders Serving Residential Gas Customers
• Residential customer experience executives
• Customer service operations leaders
• Safety, reliability, and field service leaders
• Digital channel and self-service owners
• Regulatory and rate case teams
• Communications and community relations leaders
Unlock Insights With the Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
