About Us > Press Room > 2016 > J.D. Power: Elizabethtown Gas ranks highest in customer satisfaction for second consecutive year


J.D. Power: Elizabethtown Gas ranks highest in customer satisfaction for second consecutive year

UNION, N.J. – Sept. 15, 2016 – For the second consecutive year, Elizabethtown Gas ranks highest in customer satisfaction for mid-size utilities in the East, according to the J.D. Power 2016 Gas Utility Residential Customer Satisfaction Study.

The survey is based on responses from approximately 62,000 residential customers of 82 utilities in its market segment. Each utility was rated on a 1,000-point scale in six categories, including safety and reliability; billing and payment; corporate citizenship; customer service; price; and communications outreach to their customers.

“We value the relationship we have with our customers, and we know they depend on us to deliver safe, reliable natural gas service to their homes and businesses,” said Brian MacLean, president of Elizabethtown Gas. “Our ability to provide exceptional customer service is a core focus of our business. While we take great pride in this recognition, we continue to challenge ourselves to work even harder.”

Elizabethtown Gas’ 700-point customer satisfaction rating represents a 42-point increase from last year’s survey. The company leads all mid-size utilities in the East in the areas of price, communications and corporate citizenship, according to the study.

The steady upward trend in customer satisfaction – approximately 85 points since 2013 – reflects Elizabethtown Gas’ ongoing efforts to improve its interactions with customers at each touch point, from service installation to billing and payment. Elizabethtown Gas continues to engage customers by building awareness of the affordability and benefits of natural gas, pipeline safety, payment options and the impact the company is making on the community.

To learn more about Elizabethtown Gas, visit www.elizabethtowngas.com.

Elizabethtown Gas received the highest numerical score among 8 midsize utility providers in the East in the J.D. Power 2015-2016 Gas Utility Residential Customer Satisfaction Study (tied in 2015). 2016 study based on 62,757 total responses, measuring the opinions of customers with their gas utility company, surveyed September 2015 – July 2016. Your experiences may vary. Visit jdpower.com.

About Elizabethtown Gas

Elizabethtown Gas is one of seven natural gas distribution companies of Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE: SO). Elizabethtown Gas provides natural gas delivery service to approximately 292,000 residential, business and industrial natural gas customers in New Jersey. In operation since 1855, the company serves parts of Union, Middlesex, Sussex, Warren, Hunterdon, Morris and Mercer counties. Elizabethtown Gas focuses on delivering world-class service to its customers every day, and was ranked highest in customer satisfaction with residential natural gas service in the east among midsize utilities, three years in a row, by J.D. Power and Associates. Elizabethtown Gas also is committed to economic growth and development in New Jersey and was recognized in 2016 with the Economic Impact Award by the Supplier Diversity Development Council. For more information, visit elizabethtowngas.com and connect with the company on Facebook and Twitter.

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE: SO), America’s premier energy company. Southern Company Gas serves approximately 4.6 million natural gas utility customers through its regulated distribution companies in seven states and more than 1 million retail customers through its companies that market natural gas and related home services. Other non-utility businesses include investments in interstate pipelines, asset management for natural gas wholesale customers and ownership and operation of natural gas storage facilities. For more information, visit www.southerncompanygas.com.

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