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PG&E’S Business Customers Rate the Utility's Gas Service Second Highest in the West Region According to J.D. Power and Associates

Release Date: March 26, 2008
Contact: PG&E External Communications (415) 973-5930

SAN FRANCISCO – Pacific Gas and Electric Company (PG&E) received the second highest business customer satisfaction ranking in the West region, as well as the nation, according to the 2008 J.D. Power and Associates Gas Utility Business Customer Satisfaction StudySM. PG&E’s overall customer satisfaction index score increased nine points from a year ago from 761 to 770, despite the fact that overall business customer satisfaction scores for the nation’s top 40 gas utilities decreased by eight points to an average of 715 on a 1,000 point scale.

“We thank our customers for this outstanding rating, and we intend to find new and better ways of achieving excellence for our customers,” said Helen Burt, senior vice president and chief customer officer for PG&E. “PG&E is committed to proactively educating our business customers and providing them with the type of information and support they need to effectively manage their energy usage.”

PG&E offers a number of programs and services designed to give business customers greater choice and increased control over their energy usage. The company offers free energy audits and targeted energy efficiency programs designed for business customers across various industries. The utility also created a Business Customer Service Center available 24 hours a day to offer advice and provide answers to business related energy questions.

PG&E’s rebate programs provide financial incentives to business customers who invest in renewable energy and facility upgrades that make their operations more energy efficient. In addition, the utility’s Winter Gas 10/20 Plus program provides a bill credit up to 20% for customers who are able to reduce their natural gas usage from previous years. PG&E also offers customers a voluntary option to make their energy use “climate neutral” through the company’s first-of-its kind ClimateSmart™ program, an initiative that funds greenhouse gas emission reduction projects in California.

The 2008 Gas Utility Business Customer Satisfaction Study is based on more than 5,800 online interviews with U.S. businesses that are gas utility customers. Responses were compiled between October 2007 and January 2008. Overall satisfaction was measured through six factors: billing and payment; communications; company image; customer service; field service; and price.

Pacific Gas and Electric Company, a subsidiary of PG&E Corporation, is one of the largest combined natural gas and electric utilities in the United States. Based in San Francisco, with 20,000 employees, the company delivers some of the nation’s cleanest energy to 15 million people in northern and central California. For more information, visit www.pge.com/about/.

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm 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 more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

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