PG&E Ranks Among the Highest Utilities in the West in Residential Gas Customer Satisfaction in J.D. Power and Associates Survey
Release Date: October 5, 2007
Contact: PG&E External Communications (415) 973-5930
SAN FRANCISCO – Pacific Gas and Electric Company’s residential customers ranked the company’s natural gas service fifth highest among the 58 largest utilities in the nation according to the 2007 J.D. Power and Associates Gas Utility Residential Customer Satisfaction StudySM, improving its ranking from 20th place in last year’s study. In the western region, PG&E ranked third highest among utilities, up from fifth last year. PG&E earned an overall customer satisfaction index score of 662 on a 1,000 point scale, improving from the second quartile to the top 25 percent of companies surveyed. The average score among the 58 largest gas utilities across the continental United States was 626, and the western region average was 652.
“Industry-leading customer satisfaction is one of our highest priorities at PG&E today, so we are honored by this high ranking,” said PG&E SVP and Chief Customer Officer Helen Burt. “We are committed to continuing our many efforts to find new and innovative ways to make the customer experience at PG&E the best in the business.”
The study results are based on more than 25,000 online interviews conducted between September 2006 and July 2007. The study measured residential customer satisfaction with gas utility companies on six factors: company image, communications, price and value, billing and payment, customer service, and field service. PG&E ranked in the first quartile in every factor.
PG&E delivers natural gas to approximately 220,000 commercial and industrial customers in California. The utility owns and operates an integrated natural gas transportation, storage and distribution system in California that extends throughout all or a part of 38 of California's 58 counties and includes most of northern and central California.
Headquartered in Westlake Village, California, J.D. Power and Associates is an ISO 9001-registered marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies. J.D. Power and Associates can be accessed at www.jdpower.com.
For more information about Pacific Gas and Electric Company, please visit our web site at www.pge.com.