NW Natural Scores High in National Utility Brand Trust Study

Media contact: media@nwnatural.com; 503-818-9845 (pager)


June 23, 2020

PORTLAND, Ore. — NW Natural has been recognized as a 2020 Most Trusted Utility Brand by Escalent, for having scored second highest in the nation in the Brand Trust Index.
Among the 140 utilities surveyed, NW Natural scored 766 on a 1,000-point scale, giving it the highest rating in the West as well.
The Brand Trust Index is a composite score of utility performance on customer focus, community support, communications effectiveness, reliable quality, environmental dedication and reputation.
According to Escalent, although customer trust in utilities had been increasing before the pandemic, the industry’s effective response to COVID-19 accelerated this trend. Customers rate the industry very high when asked how responsibly their utility responded to the COVID-19 crisis. Half of utility customers “strongly agree” their utility responded well to the pandemic.”
“We have done our best to support our customers during the pandemic, so it is rewarding for NW Natural to be recognized in this way nationally and here in the Western region,” said David H. Anderson, NW Natural president and CEO. “We will continue to work diligently to maintain this trust from our valued customers.”

About Utility Trusted Brand & Customer Engagement™: Residential

Escalent conducted surveys among 70,438 residential electric, natural gas and combination utility customers of the 140 largest US utility companies (based on residential customer counts). The sample design uses a combination of quotas and weighting based on US census data to ensure a demographically balanced sample of each evaluated utility’s customers based on age, gender, income, race and ethnicity. Utilities within the same region and of the same type (e.g., electric-only providers) are given equal weight to balance the influence of each utility’s customers on survey results. Escalent will supply the exact wording of any survey question upon request.

About Escalent
Escalent is a top human behavior and analytics firm specializing in industries facing disruption and business transformation. As catalysts of progress for more than 40 years, we tell stories that transform data and insight into a profound understanding of what drives human beings. And we help businesses turn those drivers into actions that build brands, enhance customer experiences and inspire product innovation. Visit escalent.com.

About NW Natural

NW Natural provides natural gas service to approximately 2.5 million people in more than 140 communities through 760,000 meters in Oregon and Southwest Washington with one of the most modern pipeline systems in the nation. NW Natural is part of Northwest Natural Holding Company, (NYSE: NWN) (NW Natural Holdings), which is headquartered in Portland, Oregon, and owns NW Natural, NW Natural Water Company, and other business interests and activities.