Our increase was surpassed by just two other utilities in the study – New Mexico Gas (up 90 points) and Kansas Gas (up 64 points). The national average was 674 points, an increase of 23 points from 2011.
Our top areas of performance included:
- Second-place tie nationally with 53 percent of customers saying they were not transferred when calling the company. We tied National Fuel Gas and were only one point behind the leader, Philadelphia Gas Works.
- Third place for billing and payment in the Midwest Region.
- Among national leaders for customers recalling they received communications from their utility.
- Among national leaders for communicating specific high-value topics such as safety, reliability, corporate citizenship, environmental issues and system upgrades.
- Billing and payment
- Corporate citizenship
- Customer service
- Field service