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September 22, 2015

CT gas utilities below average in customer satisfaction

Contributed photo A work crew installs a section of a Yankee Gas pipeline that will carry natural gas from Waterbury and Wallingford.

The three main natural gas utilities in Connecticut all have below average residential customer satisfaction rates, according to California research firm J.D. Power & Associates.

Connecticut Natural Gas, Southern Connecticut Gas and Yankee Gas all scored below the national average of 671 (out of 1,000) and the regional average of 639 for midsized utilities. NStar Gas, which is a subsidiary of Hartford utility parent Eversource Energy, also scored below average for its Massachusetts service area.

J.D. Power scored all large and midsized natural gas utilities across the nation on billing & payment, price, corporate citizenship, communications, customer service and field service. The study looked at residential customers only, not commercial or industrial customers.

CNG scored 635, NStar scored 633; Yankee scored 631; and SCG scored 628. CNG and SCG are subsidiaries of New Haven-based UIL Holdings. Yankee and NStar are subsidiaries of Eversource Energy, and their official names also are Eversource Energy.

Only three natural gas utilities scored worse than the Connecticut ones: Southern Jersey Gas scored 633; Columbia Gas of Massachusetts scored 625; and North Shore Gas of Illinois scored 618.

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