UGI Utilities, Inc. has earned recognition as a 2024 Customer Champion, according to a recent study by Escalent, a leading data analytics and advisory firm. This accolade, part of Escalent's Cogent Syndicated Utility Trusted Brand & Customer Engagement™: Residential study, underscores UGI's commitment to fostering strong customer relationships and delivering exceptional service.
The study, which evaluates 142 utilities across the United States, identifies Customer Champions based on their ability to surpass industry averages in several critical areas. UGI Utilities distinguished itself by excelling in building goodwill within local communities, effectively communicating with customers about system improvements, and offering impactful programs, including energy savings initiatives.
Suzanne Haggerty, director of syndicated research with Escalent's Energy industry practice, emphasized the consistency of Customer Champions' performance. 'Most Customer Champions have higher scores now than they did prepandemic, meaning they held on to at least some of that 2020 scoring bump,' Haggerty noted. This observation highlights UGI's sustained commitment to customer satisfaction and engagement, even in the face of unprecedented challenges.
The recognition as a Customer Champion is particularly significant given the comprehensive nature of Escalent's study. The research involved surveys of 59,377 residential electric, natural gas, and combination utility customers from the largest utility companies in the United States. This extensive sample size lends credibility to the findings and underscores the achievement of being named a Customer Champion.
Dan Adamo, UGI's Vice President of Customer Relations, expressed pride in the company's recognition, stating, 'UGI's mission of delivering safe, reliable, and affordable energy services is built on providing high level customer service.' Adamo also highlighted the company's ongoing commitment to improvement, noting UGI's continued investment in employees and technology to enhance customer service further.
This recognition has broader implications for both UGI Utilities and the energy sector as a whole. For UGI, it reinforces its position as a leader in customer satisfaction within the utility industry, potentially attracting new customers and strengthening relationships with existing ones. The accolade may also boost employee morale and attract top talent to the company.
For the wider utility industry, UGI's success as a Customer Champion sets a benchmark for customer engagement and service quality. It demonstrates that even in a sector often characterized by limited consumer choice, companies can differentiate themselves through superior customer service and community engagement. This could encourage other utilities to invest more heavily in customer-centric initiatives and communication strategies.
Moreover, the emphasis on effective energy savings programs highlights the growing importance of sustainability and energy efficiency in the utility sector. As consumers become increasingly conscious of their environmental impact, utilities that excel in providing energy-saving solutions are likely to gain a competitive edge.
UGI Utilities' recognition as a Customer Champion also reflects the evolving expectations of utility customers. In an era of rapid technological advancement and increasing consumer empowerment, utilities must adapt to meet the changing needs and preferences of their customer base. UGI's success in this area suggests a forward-thinking approach that could serve as a model for other companies in the industry.
As UGI Utilities continues to serve over 740,000 customers across 46 counties in Pennsylvania and one in Maryland, this recognition reinforces its commitment to excellence in customer service. It also serves as a reminder of the critical role that utilities play in their communities, not just as service providers, but as partners in local development and sustainability efforts.
