Customers ranked PSE&G First in the East
among Large Utilities for Both Gas and Electric Utility Residential
Customer Satisfaction Studies according to the J.D. Power 2022
Studies
NEWARK,
N.J., Dec. 14, 2022 /PRNewswire/ -- PSE&G
has been recognized again for delivering award-winning customer
satisfaction. As New Jersey's
largest combination utility, PSE&G provides electric service
for 2.3 million customers and natural gas service for 1.9 million
customers. PSE&G is 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
chief operating officer 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."
Additional First Place
Recognitions
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.
PSE&G works hard to keep bills as low as possible and offers
special programs, tips and tools to help customers reduce their
energy use and manage their monthly bills. Over the past two years,
through PSE&G's Clean Energy Future programs, a number of
customers have participated in the no- or low-cost home energy
assessments or received rebates on a variety of energy efficiency
products.
Customer Communication
PSE&G's is committed to offer a customer centric experience
by prioritizing effective customer communication. PSE&G has
created a customer experience which offers multiple ways for the
customer to conduct business with the utility, while also
consistently and proactively communicating information to customers
about information that customers value.
"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.
For more information about the J.D. Power Gas Utility
Residential Customer Satisfaction Study,
visit https://www.jdpower.com/business/resource/us-gas-utility-residential-customer-satisfaction-study.
About PSE&G
Public Service Electric & Gas Co. is New Jersey's oldest and largest gas and
electric delivery public utility, serving three-quarters of the
state's population, as well as one of the nation's largest
utilities. PSE&G is the 2022 Edison Award recipient from
the Edison Electric Institute. PSE&G has won the
ReliabilityOne Award for superior electric system reliability in
the Mid-Atlantic region for 21 consecutive years. PSE&G
received the 2022 ENERGY STAR® "Partner of the Year" award in the
Energy Efficiency Program Delivery category, and is a 2021 Customer
Champion and Most Trusted Brand as named by Escalent. PSE&G is
a subsidiary of Public Service Enterprise Group Inc., (PSEG)
(NYSE:PEG), a predominantly regulated infrastructure company
focused on a clean energy future and has been named to the Dow
Jones Sustainability Index for North
America for 14 consecutive years
(www.pseg.com).
About J.D.
Power
J.D. Power is a global leader in consumer
insights, advisory services and data and analytics. A pioneer in
the use of big data, artificial intelligence (AI) and algorithmic
modeling capabilities to understand consumer behavior, J.D. Power
has been delivering incisive industry intelligence on customer
interactions with brands and products for more than 50 years. The
world's leading businesses across major industries rely on J.D.
Power to guide their customer-facing strategies.
J.D. Power has offices in North
America, Europe and
Asia Pacific. To learn more about
the company's business offerings, visit JDPower.com/business.
The J.D. Power auto shopping tool can be found
at JDPower.com.
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SOURCE PSE&G