PSE&G has been recognized as the first combination utility to ever receive the highest customer satisfaction ranking by both its natural gas and electric customers in the same year among the large utilities in the east, as compared to the utilities that were measured in the J.D. Power 2022 Gas Utility Residential Customer Satisfaction Studysm and J.D. Power 2022 Electric Utility Residential Customer Satisfaction Studysm.
“PSE&G is honored to again be recognized by our customers for our commitment to meeting and exceeding their expectations,” said Kim Hanemann, President and COO for PSE&G. “This special distinction from both our electric and natural gas residential customers further demonstrates our customers value our efforts. We are extremely proud of all of our employees. Every single PSE&G associate has played a part in helping to receive this distinct honor.”
The J.D. Power 2022 Gas Utility Residential Customer Satisfaction Study examines customer satisfaction across six factors: billing and payment, price, safety and reliability corporate citizenship, communications and customer care. The J.D. Power 2022 Electric Utility Residential Customer Satisfaction Study examines customer satisfaction across six factors: billing and payment, price, power quality and reliability, corporate citizenship, communications and customer care.
“This recognition is a testament to the dedication and hard work of all our PSE&G employees who are living our commitment to creating a truly customer centric experience,” said David Johnson, Vice President Customer Care and chief customer officer for PSE&G. “This research has been instrumental in helping our team identify what our customers want from their utility and how we can best put their needs at the center of all we do.”
The J.D. Power 2022 Electric Utility Residential Customer Satisfaction Study compared 17 large utilities in the East and PSE&G swept all six study factors with first place rankings in each category.
In addition to the #1 overall ranking among comparable natural gas and electric utilities in the studies, PSE&G achieved the top spot in the billing and payment category for both studies.
“Utility companies that communicate pricing programs, ways to save and usage awareness tend to have higher satisfaction. Effective communication is only part of the equation. We also see an increase in customers contacting their utility and the majority are using digital channels which are highly satisfying,” said Mark Spalinger, director of utilities intelligence at J.D. Power.
The 2022 Electric Utility Residential Customer Satisfaction Study is based on responses from 102,879 online interviews conducted from January 2022 through November 2022 among residential customers of the 145 largest electric utility brands across the United States, which represent more than 105 million households.
For more information about the J.D. Power Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/utilities/electric-utility-residential-customer-satisfaction-study
The 2022 Gas Utility Residential Customer Satisfaction Study is based on responses from 57,239 online interviews conducted from January 2022 through October 2022 among residential customers of the 84 largest gas utility brands across the United States, which represent more than 64.6 million households.
