Nearly a third of Georgia's natural gas customers are switching or thinking about switching natural gas providers, a new survey shows.
J.D Power and Associates conducted its first study on what Georgians think about the service they're getting from the state's retail natural gas marketers. It's been 13 years since the state deregulated the industry and allowed customers to choose their provider.
The new study shows marketers still have a ways to go to satisfy all customers.
"Although Georgia has a mature retail gas market, the fact that nearly one-third of customers are switching providers, 0r contemplating switching, indicates ample opportunity for improving customer satisfaction," said Chris Oberle, senior director of the energy practice at J.D. Power and Associates. "There is a clear connection between high levels of satisfaction and increased customer loyalty, both of which are essential for any Georgia gas retailer that wants to retain and grow its customer base."
About 1.5 million Georgia households are served by retail natural gas providers. Walton EMC ranked highest in customer satisfaction, followed by SCANA Energy and Gas South.
The study found about 15 percent of customers say they plan to switch providers within the next 12 months, while an additional 15 percent indicate they switched within the past year. J.D. Power spokesman John Tews said the rate of switching and contemplating switching providers in Georgia is about the same as in other states states where customers have a choice of gas providers.
Customers overall say they are most dissatisfied about communications with providers.
In a similar national study last year, J.D. Power found an increase in overall residential customer satisfaction because of lower bill amounts, more frequent communication and improved perceptions of corporate citizenship among marketers.
The Georgia survey of more than 1,800 customers was conducted between April and May.
About the Author
