- Overall gas utility business satisfaction increases by 10 points (on a 1,000-point scale) to 655 in 2026
- Satisfaction with trust and information provided both increased by 24 points year-over-year
- 50% of gas utility business customers willing to pay for modernization of utility infrastructure
TROY, Mich.–(BUSINESS WIRE)–Overall satisfaction among gas utility business customers rises 10 points (on a 1,000-point scale) to 655 in the JD Power 2026 U.S. Gas Utility Business Customer Satisfaction StudySM, released today. Business customer satisfaction improved across nearly all dimensions. Trust and information provided show the strongest gains, each up 24 points. Business customers are prioritizing partnership and access to tools, information and insights for managing energy consumption, with 50% indicating willingness to pay more for infrastructure modernization.
“The story of 2026 is one of momentum and gas utility business customers are telling us that meaningful progress has been made,” said Ramah Vaughn, director, Utilities Intelligence at JD Power. “Utilities are earning higher satisfaction scores by strengthening customer relationships and improving the overall experience.”
The following utilities rank highest in customer satisfaction in their respective region:
East: Washington Gas
Midwest: Xcel Energy
South: Spire for a second consecutive year
West: Cascade Natural Gas
To view the complete rankings for each region, visit: http://www.jdpower.com/pr-id/2026103.
Now in its 22nd year, the U.S. Gas Utility Business Customer Satisfaction Study measures business customer satisfaction with gas utility companies in four regions: East, Midwest, South and West. Each of the 61 brands included in the study serve more than 25,000 business customers, representing more than 4.4 million business customers in total. Overall satisfaction is measured by examining eight dimensions (listed in order of importance): cost; ease; people; problem resolution; safety and reliability; trust; digital channels and information provided.
The study is based on responses from 9,075 online interviews of business customers in decision-making roles related to their utility company. The study was fielded from January through September 2026.
For more information about the U.S. Gas Utility Business Customer Satisfaction Study, visit https://www.jdpower.com/business/u-s-gas-utility-business-customer-satisfaction-study/.
About JD Power
JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.
As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.
Contacts
Media Relations Contacts
Joe LaMuraglia, JD Power; 714-621-6224; media.relations@jdpa.com
John Roderick; 631-584-2200; john@jroderick.com
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