Natural gas residential customers have reported less satisfaction with utilities as bills in 2023 increased by about 17% from last year, but softening gas prices and companies increasing communication could reverse the trend, according to a recent survey by J.D. Power. 

In its 2023 Gas Utility Residential Customer Satisfaction Study, the data and analytics firm conducted nearly 61,000 online interviews over 10 months among residential customers of 85 large and midsize natural gas utilities. Survey questions covered billing, communications, corporate citizenship, customer care, price, and safety and reliability. 

Overall satisfaction declined 10 points from last year to 740 out of 1,000 in 2023, the survey found. The drop was mainly driven by a 24-point decline in price...