Customers are more satisfied with their natural gas service than those who use electric service, according to the American Customer Satisfaction Index (ACSI).

customer satisfaction

The ACSI’s Energy Utilities Report 2020-2021 surveyed 21,736 residential customers via email between January and December 2020. Even with household energy use skyrocketing for the period covered in the survey period, customer satisfaction of utilities barely changed.

Natural gas service ratings decreased by 1% to 75 on a scale of 0-100. Although only slightly higher, gas continued to outperform electricity, which remained unchanged at 71. 

“The recent extreme storms and resulting blackouts in Texas occurred after ACSI’s interview period ended, but shined a harsh spotlight on the need for reliable electric...