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(ACSI: Ann Arbor, MI) -- Gas and electric service recovers after three years of declining customer satisfaction, according to the American Customer Satisfaction Index (ACSI). Household satisfaction with utilities is up 4.2 percent to a score of 74.9 on a 100-point scale. According to residential customers, natural gas remains the superlative energy source, with a three-point lead over electric service (ACSI scores of 78 and 75, respectively).
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The overall satisfaction improvement is a result of lower household energy costs, more so than better customer service. The heating season was 3-percent warmer than last year, which caused a decline in oil and natural gas household expenditure as well as lower electric usage and heating costs.
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