DTE Energy is ranked highest in customer satisfaction with residential natural gas service in the Midwestern U.S. among large utilities, according to the J.D. Power 2014 Gas Utility Residential Customer Satisfaction StudySM released today.
The study, now in its 13th year, measures residential customer satisfaction with gas utility companies across six factors: billing and payment; price; corporate citizenship; communications; customer service; and field service.
“It is an honor to be recognized by our customers,” said Mark Stiers, president and COO, DTE Gas. “At DTE Energy, we believe improvement is our daily responsibility, and those we serve have the right to expect that from us. I would like to thank all of our employees for their commitment to providing excellent service.”
Among the 17 award eligible large utility providers included in the Midwest region, DTE earned an overall satisfaction score of 676, compared with the segment average of 640. DTE, which achieved this ranking for the first time, also received the highest score in three study factors: communications, billing and payment, and corporate citizenship.
DTE has enhanced its focus on customers in several ways. The company regularly communicates and educates customers about important natural gas safety information, as well as energy efficiency techniques to save money. Customers can now more conveniently pay their bills by using self-service payment kiosks. New products and services are available. Plus, customers receive four-hour appointment windows, reducing wait times.
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