Business customer feedback places NIPSCO at the top of the Midwest Midsize segment
Northern Indiana Public Service Company LLC (NIPSCO) received the #1 ranking in electric utility business customer satisfaction among mid-sized utilities in the Midwest in the J.D. Power 2024 U.S. Electric Utility Business Customer Satisfaction Study.
The annual J.D. Power U.S. Electric Utility Business Customer Satisfaction Study measures satisfaction among business customers of 80 targeted U.S. electric utilities, each of which serves more than 50,000 business customers. The 2024 study is based on responses from 20,863 online interviews of business customers related to their utility company.
Rankings are determined by six factors: power quality and reliability, price, billing and payment, corporate citizenship, customer contact, and communications. NIPSCO secured this year’s #1 spot in the Midwest Midsize segment*, tying with Kentucky Utilities.
Data shows NIPSCO’s overall satisfaction score climbed 51 points from the same study in 2023, as business customers weighed in on fairness of pricing and total monthly cost being a main driver of their scores. Aside from price, NIPSCO received a notable increase in satisfaction across all factors in 2024, outperforming industry averages in five of six factors.
J.D. Power said in a press release that this year’s study shows electric utility business customer satisfaction has surged after previous years of steady decline, due in part to nearly half of interviewed customers saying their utility helped them manage costs. See the full results of the J.D. Power 2024 U.S. Electric Utility Business Customer Satisfaction Study for each region at http://www.jdpower.com/pr-id/2024150.