PORTLAND, Ore. — Thanks to customers, NW Natural scored second in the West for large utilities in the 2020 J.D. Power Gas Utility Residential Customer Satisfaction Study.
NW Natural received 773 points in the West large utility segment, which represents utilities serving 500,000 or more residential customers. This is the 17th time the company has scored in the top two in the West.
NW Natural also scored in the top 10 in the nation among large gas utilities, which it has done for the past 18 years since it began participating in the study.
"This year, our customers needed us more than ever. The circumstances brought about by COVID-19 were trying on everyone. I’m so proud of our employees who stepped up to serve our customers and communities with great care, and it’s gratifying to see them recognized in this way,” said David H. Anderson, NW Natural president and CEO.
Now in its 19th year, the study measures residential customer satisfaction with natural gas utilities across six factors: safety and reliability; billing and payment; price; corporate citizenship; communications; and customer service.
The 2020 results are based on nearly 60,000 responses from residential customers of the 83 natural gas utilities in the United States, which represent more than 62.9 million households. The survey was conducted between September 2019 and July 2020.
About NW Natural
NW Natural provides natural gas service to approximately two and a half million people in more than 140 communities through 770,000 meters in Oregon and Southwest Washington with one of the most modern pipeline systems in the nation. It consistently leads the industry with high J.D. Power & Associates customer satisfaction scores. 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.