#United States #Newark #J.D. Power #Customer Satisfaction #PSE&G

PSE&G's Exceptional Customer Satisfaction Success in 2024

Public Service Electric and Gas (PSE&G), the largest utility provider in New Jersey, has proudly announced its recognition as the leading utility in customer satisfaction for both gas and electric services in the East, as evaluated by J.D. Power. This accolade is particularly significant as it marks the second consecutive year PSE&G has received this prestigious dual recognition, solidifying its reputation for excellence in service delivery.

A Comprehensive Approach to Service Quality

In the recent Residential Electric Customer Satisfaction Study, PSE&G achieved the top ranking in all significant areas. Key metrics such as power quality and reliability, customer care, billing and payment, as well as corporate citizenship, price, and communications were all evaluated. PSE&G's consistent performance in these categories underscores its commitment to investing in infrastructure improvement and innovation, ensuring it meets customer expectations by providing reliable, safe, and sustainable energy solutions.

For gas service, PSE&G also excelled, securing the highest position in the East in the Residential Gas Customer Satisfaction category. The organization has shown outstanding performance particularly in reliability, billing, and communications, which are crucial areas that customers prioritize when choosing a utility provider.

Commitment to Customer Feedback

According to Dave Johnson, PSE&G's Vice President of Customer Care and Chief Customer Officer, these awards affirm the dedication of their workforce. "Ranking #1 in both residential electric and gas customer satisfaction reflects the hard work and commitment of every PSE&G employee," he stated. The organization's focus on fostering meaningful connections with customers and understanding their energy needs enhances its reputation as a trusted energy partner.

Continuing the Legacy

This recognition builds upon PSE&G's previous successes, including wins in 2023 for both residential and business electric customer satisfaction, and in 2022 for residential gas and electric satisfaction within the East Large region. Clearly, PSE&G is cementing its legacy of industry leadership and customer-focused values.

Mark Spalinger, director of utility intelligence at J.D. Power, highlighted the importance of effective communication in driving customer satisfaction. He mentioned that proactive alerts on outages, infrastructure updates, and cost-saving tips can significantly enhance the perceived value of utility services.

Looking Forward: Enhancements in Service

Looking ahead, PSE&G remains committed to advancing the customer experience. The utility company is investing in cutting-edge technologies, clean energy initiatives, and upgradation of its infrastructure to better meet the evolving demands of its customers. This future-focused approach not only enhances service offerings but also aligns with goals of sustainability and resilience in energy supply.

Insights on J.D. Power Studies

The assessments featured in J.D. Power's studies provide valuable insights into customer behavior and preferences within the utility sector. For those interested in further details, the U.S. Electric Utility Residential Customer Satisfaction Study and the Gas Utility Residential Customer Satisfaction Study can be accessed online.

About PSE&G

Established as New Jersey's oldest and largest gas and electric utility, PSE&G is also ranked among the largest utility companies in the United States. Over the last 23 years, it has consistently received the ReliabilityOne® Award for superior electric system reliability in the Mid-Atlantic region. Additionally, PSE&G has earned the ENERGY STAR Partner of the Year award for excellence in energy efficiency program delivery for three consecutive years. It has also been recognized by J.D. Power for outstanding customer satisfaction on multiple occasions.

With a firm commitment to creating a clean energy future and maintaining robust service excellence, PSE&G stands as a leader in the energy sector and an invaluable resource to the communities it serves.