Our goal is to continuously improve
We want to increase the levels of service we provide our customers, meeting their evolving needs safely and reliably across our six-state footprint. This is an ongoing process that we take very seriously.
Our customer satisfaction survey results (CSAT) are holding. Our state operating companies are showing continuous improvement overall in year-over-year scores from consumer studies conducted by J.D. Power & Associates. Spurred by customer feedback across multiple channels, we are committed to attaining top-tier customer satisfaction scores.
Enhancing customers' experience
We are focused on making foundational upgrades to our customers’ experience. For example, customer-facing websites for Columbia Gas and NIPSCO that are easy to navigate and that adjust to all devices and browsers, making it more convenient for customers to engage with us has enhanced their levels of satisfaction.
A primary use of these high-touch channels is for paying bills. Customers have access to a variety of payment options to make paying their utility bill safe, secure and convenient. Customers also can choose to receive alerts via phone call, text message or email. We are working with our state operating companies to sharpen our vision for delivering safety, service and comfort, driving an even clearer focus on our customers.
We help our customers manage their energy use and bills.
Our employees are committed to helping our customers improve the comfort of their homes while lowering their bills. Whether through payment assistance programs, rebates and incentives for energy-efficiency upgrades, home check-ups or weatherization services, we partner with local community agencies to help our customers find solutions.
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We meet our customers where they are and help them manage their financial challenges – through payment assistance programs and plans. Energy Assistance
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Educating customers about the benefits of energy efficiency results in savings for our customers and conserves natural resources. Energy Efficiency
Welcoming new customers and those moving
New customers receive a "Welcome Series" communication including safety information, programs and offerings. Customers who are moving can utilize Stop. Start. Move. Residential and small commercial customers can start new service, move service to a new location or cancel service online.