PSE&G ranked No. 1 for Both Gas and Electric Utility Residential Customer Satisfaction in the East among Large Utilities by J.D. Power

Rhea-AI Summary

PSE&G, New Jersey's largest utility, has been recognized by J.D. Power as the top utility for residential customer satisfaction in both electric and gas services in the East Large Segment for 2024. This marks the second time PSE&G has achieved this dual recognition.

In the Residential Electric study, PSE&G ranked first in categories including power quality and reliability, customer care, billing and payment, corporate citizenship, price, and communications. These rankings reflect the company's continued investment in infrastructure and innovation, and its customer-focused approach.

PSE&G also secured the top position for residential gas customer satisfaction, excelling in reliability, billing, and communications. This achievement highlights the utility's dedication to providing safe, reliable, and cost-effective natural gas service.

According to Dave Johnson, PSE&G's Vice President of Customer Care and Chief Customer Officer, these awards are based on customer feedback and are a testament to the team's dedication to excellence. This recognition follows PSE&G's previous wins for both Residential and Business Electric Customer Satisfaction in 2023 and Residential Gas and Electric Satisfaction in 2022. The company remains focused on enhancing customer experience through advanced technologies and clean energy initiatives.

Positive

• PSE&G ranked No. 1 for both electric and gas utility residential customer satisfaction in the East Large Segment for 2024.
• Achieved top rankings in all measured categories for Residential Electric: power quality and reliability, customer care, billing and payment, corporate citizenship, price, and communications.
• Secured the top position for residential gas customer satisfaction in reliability, billing, and communications.
• Continued legacy of excellence with previous wins in 2023 and 2022 for customer satisfaction.

Negative

• None.

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Second Dual Win Continues Legacy of Excellence

NEWARK, N.J., Jan. 6, 2025 /PRNewswire/ -- Public Service Electric & Gas (PSE&G), New Jersey's largest utility, is proud to announce that J.D. Power has recognized PSE&G as the top utility for residential customer satisfaction in both the electric and gas customer service categories in the East Large Segment for 2024. This achievement marks the second time PSE&G has earned this prestigious dual recognition for its residential customer satisfaction.

No. 1 Ranking in all Residential Electric Factors

In the Residential Electric study, PSE&G ranked first in the east large segment in every measured category: power quality and reliability, customer care, billing and payment, corporate citizenship, price and communications.

These top rankings reflect PSE&G's continued investment in infrastructure and innovation, as well as a customer-focused approach to delivering safe, reliable, affordable, and sustainable energy solutions.

Leading Residential Gas Customer Satisfaction

PSE&G secured the top position for residential gas customer satisfaction in the East Large region, excelling in the key areas of reliability, billing, and communications. This achievement underscores the utility's dedication to providing safe, reliable, and cost-effective natural gas service to its customers.

"These awards from J.D. Power are based on feedback from our residential electric and gas customers and are a testament to our team's relentless dedication to excellence in serving our customers," said Dave Johnson, PSE&G's vice president Customer Care and Chief Customer Officer. "Ranking #1 in both residential electric and gas customer satisfaction reflects the hard work and commitment of every PSE&G employee. We are focused on creating meaningful connections with the people and communities we serve, supporting their energy needs and becoming their trusted energy advisor."

A Legacy of Excellence

This latest recognition follows PSE&G's 2023 win for both Residential and Business Electric Customer Satisfaction and 2022 win for both Residential Gas and Electric Satisfaction in the East Large region, cementing the company's legacy of industry leadership and a focus on customer satisfaction.

"Sending outage text alerts, emailing infrastructure updates and proactively communicating ways to save money and energy are a few of the ways Utilities demonstrate the value of their utility service to their customers," said Mark Spalinger, director of utility intelligence at J.D. Power. "Additionally, these communication topics tend to generate increased customer satisfaction."

Looking Ahead

PSE&G remains focused on enhancing the customer experience by investing in advanced technologies, clean energy initiatives, and infrastructure improvements to meet the evolving needs of its customers while driving the energy future forward.

About the Studies

For more information about the U.S. Electric Utility Residential Customer Satisfaction Study, visit https://www.jdpower.com/business/resource/electric-utility-residential-customer-satisfaction-study.

For more information about the 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, as well as one of the nation's largest utilities. PSE&G has won the ReliabilityOne® Award for superior electric system reliability in the Mid-Atlantic region for 23 consecutive years. For the third consecutive year, PSE&G is the recipient of the ENERGY STAR Partner of the Year award in the Energy Efficiency Program Delivery category. In addition, in 2023 J.D. Power named PSE&G number one in customer satisfaction with residential and business electric service in the east among large utilities. 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 17 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 55 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

FAQ

What does PSE&G's No. 1 ranking in customer satisfaction mean for shareholders?

PSE&G's No. 1 ranking in customer satisfaction for both electric and gas services indicates strong customer loyalty and service quality, which can positively impact the company's reputation and potentially its stock performance.

How did PSE&G achieve the top ranking in residential electric customer satisfaction?

PSE&G achieved the top ranking by excelling in categories such as power quality and reliability, customer care, billing and payment, corporate citizenship, price, and communications.

What are the key areas where PSE&G excelled in residential gas customer satisfaction?

PSE&G excelled in reliability, billing, and communications for residential gas customer satisfaction.

How has PSE&G's customer satisfaction ranking changed over the years?

PSE&G has consistently ranked highly, winning both Residential and Business Electric Customer Satisfaction in 2023 and Residential Gas and Electric Satisfaction in 2022.

What investments has PSE&G made to achieve high customer satisfaction?

PSE&G has invested in infrastructure, innovation, advanced technologies, and clean energy initiatives to enhance customer satisfaction.

What impact do PSE&G's customer satisfaction awards have on its business strategy?

The awards affirm PSE&G's customer-focused approach and support its strategy to invest in advanced technologies and infrastructure improvements.

What is the significance of PSE&G's dual recognition by J.D. Power?

The dual recognition by J.D. Power underscores PSE&G's excellence in both electric and gas services, reflecting strong customer satisfaction and service quality.