MINNEAPOLIS – December 17, 2015 ––CenterPoint Energy (NYSE:CNP) ranked second among the largest South Region utilities in the J.D. Power 2015 Gas Utility Residential Customer Satisfaction Study.
The J.D. Power study is a comprehensive evaluation of customers’ attitudes across six factors: customer service, billing and payment, price, corporate citizenship, communications and field service. CenterPoint Energy’s natural gas operations in the South earned an overall satisfaction score of 696, which was higher than the regional average, while the company’s Minnesota operations ranked fourth among the Midwest Region with an overall score of 674.
“We’ve made significant investments in new infrastructure and technologies to enhance the safety and reliability of our natural gas system and improve our service to customers,” said Joe McGoldrick, president of CenterPoint Energy’s natural gas division. “Recent customer service enhancements have included a new, mobile-friendly website, improved bill design, a state-of-the-art natural language automated phone system and advanced natural gas leak detection technology. We’re pleased our customers recognize and appreciate the improvements we’ve made.”
Gregg Knight, senior vice president and chief customer officer, said the company continues to look for ways to use technology to better serve customers.
“Today’s digitally connected consumers want their interactions with companies to be fast, personalized, and relevant,” Knight said. “That’s why we deployed industry-leading, advanced, predictive analytics capabilities. When a customer calls us today, our analytics engine allows us to verify their identity quickly, review data associated with their account and provide them the personalized information they need.”
Knight added, “We also know customers want to engage with us in the channel of their choosing- be it through the web, email, social media or by phone. Therefore, we are hard at work enhancing our systems to make sure we can capture customers’ preferences and deliver personalized, tailored communications.”
While technology has played a critical role in delivering service, so too have CenterPoint Energy’s employees.
“It takes everyone from the front-line to the back office to deliver excellent service,” McGoldrick said. “These outstanding J.D. Power scores clearly reflect their hard work and dedication.”
CenterPoint Energy, Inc., headquartered in Houston, Texas, is a domestic energy delivery company that includes electric transmission & distribution, natural gas distribution and energy services operations. The company serves more than five million metered customers primarily in Arkansas, Louisiana, Minnesota, Mississippi, Oklahoma, and Texas. The company also owns a 55.4 percent limited partner interest in Enable Midstream Partners, a publicly traded master limited partnership it jointly controls with OGE Energy Corp., which owns, operates and develops natural gas and crude oil infrastructure assets. With more than 7,400 employees, CenterPoint Energy and its predecessor companies have been in business for more than 140 years.