Customer satisfaction rooted in utility’s strong commitment to service
For the eighth consecutive year, the residential customers of TECO Peoples Gas have rated the utility highest in customer satisfaction among midsize natural gas companies in the south region segment of the J.D. Power 2020 Gas Utility Residential Customer Satisfaction Study. This year, Peoples Gas received the highest score in the history of the Gas Utility Residential Study and was the first to achieve the highest ranking in their segment eight years in a row.
The study analyzed customer satisfaction in six categories: billing and payment, price, corporate citizenship, communications, customer service and safety and reliability. Peoples Gas swept all six study factors, ranking #1 in the segment.
“Throughout this health crisis, our team has shown true commitment to safely delivering essential energy and services for our neighbors and businesses,” said T.J. Szelistowski, president of Peoples Gas. “We have volunteered, personally donated to food banks and other critical community services, and worked hard to support our customers – especially those in need. This recognition is a testament to our dedication and spirit, and it makes me so proud to know our customers appreciate what we do.”
Soon after the pandemic began, Peoples Gas voluntarily suspended all disconnections related to non-payment for several months and, with its affiliate Tampa Electric, contributed more than $1 million to support Floridians who have lost their jobs or substantial income as a result of COVID-19. “At every level, our team kept going strong because we believe that now, more than ever, Floridians need us,” said Szelistowski. “It is remarkable and motivating that our customers would take the time to participate in the study during the pandemic and share such positive sentiments about us.”
The company continues to make investments and advances in its infrastructure and technologies to ensure a safe and resilient natural gas system and to meet evolving customer expectations and growth.
J.D. Power’s 2020 Gas Utility Residential Customer Satisfaction Study is based on more than 60,000 responses from residential customers of 83 of the largest gas utilities across the continental United States and was conducted between September 2019 and July 2020. Peoples Gas ranked highest in customer satisfaction in residential natural gas service among midsize gas utilities in the south region, which includes eight states.
Peoples Gas System, Florida’s largest natural gas distribution utility, serves more than 400,000 customers across the state. Peoples Gas is a subsidiary of Emera Inc., a geographically diverse energy and services company headquartered in Halifax, Nova Scotia, Canada.
