Gas utilities are successfully pivoting toward deeper commercial partnerships as business customer satisfaction climbs. According to the JD Power 2026 U.S. Gas Utility Business Customer Satisfaction Study, overall satisfaction rose 10 points on a 1,000-point scale to reach 655. This shift suggests that utilities are effectively addressing core commercial needs, specifically regarding transparency and the reliability of information provided to decision-makers managing complex energy consumption profiles.
Rising Trust and Information Transparency
The 2026 study highlights a significant shift in how business customers perceive their utility providers, with the strongest gains appearing in the trust and information categories. Both dimensions saw a 24-point year-over-year increase, signaling that utilities are making progress in communicating value and operational data. This improvement comes as business customers increasingly prioritize access to tools and insights for managing energy consumption. The study, which surveyed 9,075 business customers in decision-making roles, indicates that strengthening these relationships is a primary driver behind the improved scores across nearly all measured dimensions, including cost, ease, and problem resolution.
Infrastructure Modernization and Capital Willingness
A critical finding for energy infrastructure planners is the growing appetite for grid and network upgrades among commercial users. The JD Power report states that 50% of gas utility business customers are willing to pay more for the modernization of utility infrastructure. This willingness suggests a potential pathway for utilities to fund necessary capital expenditures through customer-supported modernization initiatives. As the study covers 61 brands representing more than 4.4 million business customers, this sentiment reflects a broad market trend toward prioritizing long-term reliability and advanced infrastructure over immediate cost minimization. Regional leaders in satisfaction include Washington Gas (East), Xcel Energy (Midwest), Spire (South), and Cascade Natural Gas (West).
Key Takeaways
- Overall gas utility business satisfaction increased 10 points to 655 on a 1,000-point scale.
- Trust and information provided dimensions both increased by 24 points year-over-year.
- Exactly 50% of gas utility business customers expressed willingness to pay for infrastructure modernization.
EnergyInsyte's Take
In our view, the 24-point surge in trust and information metrics is the most significant signal for utility executives. It suggests that the "information gap" between providers and industrial users is narrowing. More importantly, the 50% willingness to pay for modernization provides a vital strategic opening for utilities facing high capital requirements. If providers can link infrastructure upgrades directly to the data-driven insights and reliability that business customers are now demanding, they may secure the regulatory and commercial support needed for large-scale decarbonization or grid hardening projects.
Questions & Answers
How is the willingness to fund infrastructure modernization affecting utility strategy?
The study shows 50% of business customers are willing to pay more for modernization, suggesting utilities can potentially leverage this sentiment to support capital-intensive infrastructure projects.
Which specific service dimensions saw the most significant year-over-year growth?
Trust and the quality of information provided showed the strongest gains, with both dimensions increasing by 24 points.
What is the scale and scope of the JD Power study findings?
The study involved 9,075 online interviews with business decision-makers, covering 61 brands that serve a total of more than 4.4 million business customers.
Which regional utilities are currently leading in business customer satisfaction?
The top-ranked utilities by region are Washington Gas in the East, Xcel Energy in the Midwest, Spire in the South, and Cascade Natural Gas in the West.
Source: JD Power
