For the fourth consecutive year, New Jersey Natural Gas (NJNG) ranked highest in the eastern United States among large utilities, according to the
J.D. Power and Associates 2012 Gas Utility Residential Customer Satisfaction Study
. The annual study measures residential customer satisfaction with gas utility companies across six categories: billing and payment, price, corporate citizenship, communications, customer service and field service.
“To be recognized as the highest ranked large utility in the east region four years in a row by J.D. Power and Associates is a tremendous accomplishment and a credit to the women and men of our company,” said Laurence M. Downes, chairman and CEO of NJNG. “Every day, they give their best to meet our customers’ expectations for safety, reliability and service. Our team of dedicated employees is the driving force behind our performance, and I would like thank them and our customers for this honor.”
NJNG ranked highest in overall customer satisfaction among natural gas utilities serving 400,000 customers in the east region. The company’s overall score of 655 was an improvement of 20 points over last year, and well above the regional average of 616. Additionally, NJNG was ranked as the top performer in the billing and payment, price, corporate citizenship and communications categories.
The Gas Utility Residential Customer Satisfaction Study, published for the past eleven years, measures customer satisfaction with the 75 largest U.S. gas utility providers. These results are based on responses collected online over four quarterly fielding periods. More information on the J.D. Power and Associates study can be found at
Headquartered in Westlake Village, California., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For information on cell phone ratings, car reviews and ratings, car insurance, health insurance and more, please visit jdpower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.