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Yankee Gas Services Company
P.O. Box 270
Hartford, CT 06141-0270
Yankee Gas Achieves 92 Percent Customer
Satisfaction Rating in Customer Survey
Meets or exceeds DPUC’s customer satisfaction/service goals;
achieves improvements in DPUC’s 2002 Consumer Scorecard
Mary B. Ingarra
BERLIN, Conn., March 20, 2003 (NYSE: NU)
– Yankee Gas Services Company, part of the Northeast Utilities system, earned an overall customer satisfaction rating of 92.7 percent among 600 customers who participated in a recent telephone survey. Conducted by The Center for Research & Public Policy, the survey measured Yankee Gas customer satisfaction in the areas of company characteristics, customer service and field technician personnel, service contracts and company information and communication.
Among the survey highlights:
The highest rating was in the area of “having courteous employees” (95.3 percent)
91.8 percent suggest Yankee Gas is “very concerned” or “somewhat concerned” with satisfying customers with the service it provides
When rated on 13 field technician characteristics, each one had satisfaction levels in the mid-to-high 90s
Company characteristics measured in the 90s, such as reliability (95.2 percent), quality of service (94.7 percent), reputation (94.9 percent) and being trustworthy (94.2 percent)
Among those having contact with Yankee Gas, the majority, 83.6 percent, said that “things were taken care of to their satisfaction the first time.”
“These survey results are very encouraging and tell us that our customers trust us, rely on us and are generally very pleased with the service we are providing,” said Christopher L. Beschler, vice president, Operations. “Our goal has always been to be one of the best companies in Connecticut for customer service and although these results are good, we recognize that there is still room to improve. We are gratified by our customers’ responses and continue to work hard every day to meet their expectations.”
Survey respondents were 18 years of age or older, one of the heads of their household and currently a Yankee Gas customer. The survey was conducted in September 2002 and has a margin for error of +/- four percent.
Supporting these survey results are Yankee’s outstanding performance in meeting or exceeding the Service Quality Plan (SQP) metrics set for the first time last year by the Department of Public Utility Control (DPUC). In 2002, Yankee met or exceeded all of the SQP goals that measured overall customer service and satisfaction, including Customer Satisfaction, Call Center Responsiveness, Service Call Responsiveness, Gas Leak Responsiveness, Third Party Damage and Billing Based on Actual Meter Reads.,
Yankee also improved its performance in the DPUC’s recently released Annual Consumer Scorecard, which measures the number of customer complaints per 100,000 customers. According to the DPUC’s consumer “scorecard”, Yankee experienced a decrease in customer complaints from last year (43 fewer) with a total score of 97.15, compared to last year’s 119.90.
“We believe the SQP metrics are more representative benchmarks of true customer satisfaction versus counting complaints that, in many cases, are subjective and are caused by issues beyond our control, such as high gas bills due to the colder winter,” said Beschler. “While the number of complaints to the DPUC declined last year, the numbers are still unacceptable to Yankee. We can do better and we will.”
Yankee Energy System, Inc., (YES) which is part of the Northeast Utilities system, includes Yankee Gas Services Company, the largest natural gas distribution company in Connecticut serving approximately 191,000 customers in 70 cities and towns throughout the state. Yankee Energy also includes Yankee Energy Financial Services Company, which provides a full range of residential and commercial energy equipment financing options. Further information about YES can be obtained from its Web sites:
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