Gas Investor-Owned Utilities
Build trust and loyalty by engaging with customers to improve what really matters
ACSI offers the most accurate and reliable metrics available to help energy utilities prioritize improvements for the greatest ROI.
GAS INVESTOR-OWNED
UTILITIES
There is a strong relationship between customer satisfaction and return on equity for energy utilities. ACSI helps utilities satisfy the needs of consumers and investors alike, building trust and loyalty by engaging with customers to improve satisfaction and ROI.
At a glance:
Gas Investor-Owned Utilities
- Inaugural year:
2025
- Updated:
annually
- Most recent data:
2026
- Companies:
24 major investor-owned gas utilities, plus 34 regional service providers
Satisfaction Benchmarks by Segment
| Anchor Link | 2025 | 2026 | % Change | |
|---|---|---|---|---|
| Gas Investor-Owned Utilities | 75 | 74 | -1% | |
| #nextera-energy | Atmos Energy | 77 | 80 | 4% |
| #centerpoint-energy | CenterPoint Energy | 76 | 77 | 1% |
| #sempra | Sempra | 75 | 77 | 3% |
| #public-service-enterprise-group | Southern Company | 77 | 77 | 0% |
| #ameren | Ameren | 77 | 76 | -1% |
| #dominion-energy | Dominion Energy | 76 | 76 | 0% |
| #dte-energy | DTE Energy | 72 | 76 | 6% |
| #consolidated-edison | Duke Energy | 77 | 76 | -1% |
| #dominion-energy | Public Service Enterprise Group | 79 | 76 | -4% |
| #wec-energy-group | WEC Energy Group | 77 | 76 | -1% |
| #berkshire-hathaway-energy | Berkshire Hathaway Energy | 77 | 75 | -3% |
| #cms-energy | CMS Energy | 75 | 75 | 0% |
| #nextera-energy | NextEra Energy** | 74 | 75 | 1% |
| #nisource | NiSource | 75 | 75 | 0% |
| #one-gas | ONE Gas | 77 | 75 | -3% |
| #consolidated-energy | Consolidated Edison | 77 | 74 | -4% |
| #entergy | Entergy*** | 74 | 74 | 0% |
| #exelon | Exelon | 75 | 73 | -3% |
| #excel-energy | Xcel Energy | 75 | 72 | -4% |
| #avangrid | Avangrid | 72 | 71 | -1% |
| #national-grid | National Grid | 74 | 71 | -4% |
| #ppl | PPL | 76 | 71 | -7% |
| #eversource | Eversource | 71 | 70 | -1% |
| #pge | PG&E | 68 | 67 | -1% |
*Results reflect gas customer satisfaction at the utility holding company level, calculated as a simple average of customer satisfaction scores across the operating utilities owned by each parent company. Customers were asked specifically about their experience as a gas customer.
**Gas only provided in competitive retail markets.
***Exited gas distribution effective July 1, 2025.
Customer Satisfaction by Region
| Anchor | Company | 2025 | 2026 | % Change | Region |
|---|---|---|---|---|---|
| Gas Investor-Owned Utilities Northeast | 75 | 73 | -3% | Northeast | |
| National Fuel Gas Distribution Company (National Fuel Gas Company) | 78 | 79 | 1% | Northeast | |
| UGI Utilities (UGI Corporation) | 80 | 78 | -3% | Northeast | |
| Columbia Gas (NiSource) | 75 | 77 | 3% | Northeast | |
| Public Service Electric & Gas Company (Public Service Enterprise Group) | 79 | 76 | -4% | Northeast | |
| Con Edison (Consolidated Edison) | 77 | 74 | -4% | Northeast | |
| PECO (Exelon Corporation) | 77 | 74 | -4% | Northeast | |
| National Grid USA (National Grid) | 74 | 71 | -4% | Northeast | |
| Eversource (Eversource) | 71 | 70 | -1% | Northeast | |
| Gas Investor-Owned Utilities Midwest | 76 | 76 | 0% | Midwest | |
| MidAmerican Energy Company (Berkshire Hathaway Energy) | 78 | 79 | 1% | Midwest | |
| Nicor Gas (Southern Company) | 78 | 78 | 0% | Midwest | |
| CenterPoint Energy (CenterPoint Energy) | 76 | 77 | 1% | Midwest | |
| Xcel Energy (Xcel Energy) | 79 | 77 | -3% | Midwest | |
| Ameren (Ameren Corporation) | 76 | 76 | 0% | Midwest | |
| DTE Energy (DTE Energy) | 72 | 76 | 6% | Midwest | |
| Columbia Gas (NiSource) | 75 | 75 | 0% | Midwest | |
| Consumers Energy (CMS Energy Corporation) | 75 | 75 | 0% | Midwest | |
| NIPSCO (NiSource) | 79 | 75 | -5% | Midwest | |
| Spire (Spire) | 80 | 73 | -9% | Midwest | |
| We Energies (WEC Energy Group) | 75 | 73 | -3% | Midwest | |
| Gas Investor-Owned Utilities South | 76 | 76 | 0% | South | |
| Atmos Energy (Atmos Energy Corporation) | 77 | 80 | 4% | South | |
| Atlanta Gas Light (Southern Company) | 75 | 77 | 3% | South | |
| CenterPoint Energy (CenterPoint Energy) | 76 | 77 | 1% | South | |
| Duke Energy (Duke Energy Corporation) | 77 | 77 | 0% | South | |
| Florida City Gas (Chesapeake Utilities Corporation) | 76 | 76 | 0% | South | |
| Oklahoma Natural Gas (ONE Gas) | 78 | 75 | -4% | South | |
| Texas Gas Service (ONE Gas) | 74 | 75 | 1% | South | |
| Entergy (Entergy Corporation ) | 74 | 74 | 0% | South | |
| Baltimore Gas and Electric Company (Exelon Corporation ) | 74 | 70 | -5% | South | |
| Gas Investor-Owned Utilities West | 73 | 71 | -3% | West | |
| Avista (Avista Corporation) | NA | 81 | NA | West | |
| Southern California Gas Company (Sempra) | 77 | 79 | 3% | West | |
| Southwest Gas Corporation (Southwest Gas Holdings) | 77 | 78 | 1% | West | |
| San Diego Gas & Electric Company (Sempra) | 72 | 75 | 4% | West | |
| Xcel Energy (Xcel Energy) | 75 | 69 | -8% | West | |
| Pacific Gas and Electric Company (PG&E Corporation) | 68 | 67 | -1% | West |
Satisfaction Benchmarks by Industry
| 2025 | 2026 | |
|---|---|---|
| Quality of mobile app | 82 | 82 |
| Reliability of mobile app (minimal crashes, downtime, lags) | 80 | 82 |
| Website satisfaction | 80 | 81 |
| Ease of understanding billing statement | 80 | 80 |
| Courtesy and helpfulness of staff or representatives | 77 | 77 |
| Call center satisfaction | 75 | 76 |
| Information provided on energy-saving ideas | 75 | 76 |
| Efforts to support local community | 74 | 74 |
| Efforts to support green programs that impact the environment | 72 | 73 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected January 2025 – December 2025