Northwest Natural Gas Company, dba NW Natural
, has earned the highest overall score in the Western U.S. among large utilities according to the 2010 J.D. Power and Associates Gas Utility Residential Customer Study
. NW Natural also received the highest score in the nation.
The study, now in its ninth year, measures residential customer satisfaction among 75 gas-only and combination utilities nationwide across six factors (listed in order of importance): billing and payment; price; corporate citizenship; communications; customer service; and field service. According to the study, driving increases in satisfaction among customers are improvements in the areas of communications, price and corporate citizenship.
NW Natural improved its overall performance in the 2010 study 18 points over 2009.
Earlier this year, NW Natural also received top honors from business customers, ranking highest in the West region in the J.D. Power and Associates 2010 Gas Utility Business Customer Satisfaction Study
“We couldn’t be more pleased to receive this positive feedback from our customers, and we pledge to continue and work hard to exceed their expectations,” said Gregg Kantor, NW Natural President and CEO. “Consistently ranking among the best in our industry for customer satisfaction is a tremendous source of pride for us and underscores the diligence of our employees.”
About the J.D. Power and Associates Study
The 2010 Gas Utility Residential Customer Satisfaction Study ranks 75 gas-only and gas-and-electric utilities regionally serving between 224,000 and 5 million residential customers. The study is based on more than 61,000 responses from residential customers.
The rankings encompass large and midsize utility companies in four geographic regions: East, Midwest, South and West. Companies in the midsize utility segments serve between 165,000 and 399,999 residential customers, while companies in the large utility segment serve 400,000 or more residential customers. These utilities serve more than 54 million households. The study was fielded between September 2009 and July 2010.