JD Power: Gas Utilities Gain Ground on Business Customer Trust and Transparency
For best results when printing this announcement, please click on link below: JD Power: Gas Utilities Gain Ground on Business Customer Trust and Transparency Overall gas utility business satisfaction increases by 10 points (on a 1,000-point scale) to 655 in 2026 Satisfaction with trust and information provided both increased by 24 points year-over-year 50% of gas utility business customers willing to pay for modernization of utility infrastructure Overall satisfaction among gas utility business customers rises 10 points (on a 1,000-point scale) to 655 in the JD Power 2026 U.S. Gas Utility Business Customer Satisfaction Study(SM), released today. Business customer satisfaction improved across nearly all dimensions. Trust and information provided show the strongest gains, each up 24 points. Business customers are prioritizing partnership and access to tools, information and insights for managing energy consumption, with 50% indicating willingness to pay more for infrastructure modernization. “The story of 2026 is one of momentum and gas utility business customers are telling us that meaningful progress has been made,” said Ramah Vaughn, director, Utilities Intelligence at JD Power. “
S. Gas Utility Business Customer Satisfaction Study(SM), released today. Business customer satisfaction improved across nearly all dimensions. Trust and information provided show the strongest gains, each up 24 points.
Business customers are prioritizing partnership and access to tools, information and insights for managing energy consumption, with 50% indicating willingness to pay more for infrastructure modernization. “The story of 2026 is one of momentum and gas utility business customers are telling us that meaningful progress has been made,” said Ramah Vaughn, director, Utilities Intelligence at JD Power. S. Gas Utility Business Customer Satisfaction Study measures business customer satisfaction with gas utility companies in four regions: East, Midwest, South and West.
4 million business customers in total. Overall satisfaction is measured by examining eight dimensions (listed in order of importance): cost; ease; people; problem resolution; safety and reliability; trust; digital channels and information provided. The study is based on responses from 9,075 online interviews of business customers in decision-making roles related to their utility company. The study was fielded from January through September 2026.
S. Gas Utility Business Customer Satisfaction Study, visit About JD Power JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data—including millions of consumer interactions and authoritative automotive datasets—combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.
As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. com)