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September 01, 2020 1:20pm
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NW Natural Once Again Among Regional and National Leaders in Customer Satisfaction

Portland-based utility is among the top-ranked in the West and the entire U.S.

For the fourth consecutive year, NW Natural scored second-highest in customer satisfaction among large utilities (500,000 or more customers) in the Western United States, according to J.D. Power’s Gas Utility Residential Customer Satisfaction Study.

This is the 20th time NW Natural has scored in the top two in the West; 2023 survey results placed the Portland-based utility in the top-10 nationally, as well. In addition, NW Natural finished first among West peers in the customer satisfaction categories for safety and reliability, price, and corporate citizenship.

“For close to 165 years, our customers have been the focal point at NW Natural,” said David Anderson, President and CEO. “Especially during a time of transformation and innovation for utilities, it is gratifying to once again know that our customers are highly satisfied, and recognize our efforts to safely serve them and the communities they, and we, live in.”

Now in its 22nd year, the J.D. Power study measures residential customer satisfaction with natural gas utilities across six factors: safety and reliability, customer care, billing and payment, price, corporate citizenship, and communications.

The 2023 results are based on more than 60,000 responses from residential customers of the 85 largest gas utility brands across the United States, which represent more than 64.6 million households. The study was conducted from January 2023 through October 2023.

NW Natural’s showing in the survey caps a year during which the utility was also recognized by Ethisphere as one of the 2023 World’s Most Ethical Companies and by Escalent’s Brand Trust Index as a Cogent Syndicated 2023 Most Trusted Utility Brand.

About NW Natural

NW Natural is a local distribution company that currently provides natural gas service to approximately 2.5 million people in more than 140 communities through more than 795,000 meters in Oregon and Southwest Washington with one of the most modern pipeline systems in the nation. NW Natural owns and operates 21 Bcf of underground gas storage capacity in Oregon. NW Natural, a part of Northwest Natural Holding Company, (NYSE: NWN) (NW Natural Holdings), is headquartered in Portland, Oregon, and has been doing business for 165 years. NW Holdings owns NW Natural, NW Natural Renewables Holdings (NW Natural Renewables), NW Natural Water Company (NW Natural Water), and other business interests. We have a longstanding commitment to safety, environmental stewardship, and taking care of our employees and communities. Learn more in our latest ESG Report.


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